Customer Care Representative - Onsite | TalentAlly · Teeming.ai
TalentAlly
TalentAlly is a recruitment platform that connects diverse talent with inclusive employers, focusing on enhancing workplace diversity and inclusion. The company offers job postings, recruitment…
TalentAlly is a recruitment platform that connects diverse talent with inclusive employers, focusing on enhancing workplace diversity and inclusion. The company offers job postings, recruitment…
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Category : Customer Service/Support
About TP
TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.
With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.
Benefits of working with TP include:
Paid Training
Competitive Wages
Full Benefits (Medical, Dental, Vision, 401k and more)
Paid Time Off
Employee wellness and engagement programs
TP and You
Through a balancedhigh-tech andhigh-touchapproachblended withdeepindustry and geographic expertise, wemake people's livessimpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only thebest in all that we do. You will become a key contributor in making that happen.
As the eyes and ears for our team fielding customer inquiries and finding innovative ways to respond, you will work in a collaborative and engaging environment. You will have the chance to interact with people from all walks of life, and no two days will be the same. As you continue to grow and challenge yourself, you will discover your potential can take you anywhere you want to go.
Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!
This position will be based on-site at our Brownsville, Texas location.
Your Responsibilities
As a Customer Service Representative, your main responsibility is to find innovative ways to respond to varying questions, issues, and concerns.
We're looking for fearless people - people who are inspired to deliver only the best in all that we do.
Qualifications:
Key Competencies:
Process Excellence:Demonstrate commitment to following established procedures and be customer service driven.
Be Part of Our TP Family
It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day.We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance.We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging.We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.
EOE/Disability/Vets
PDN-a0e7bc6a-59f6-468f-80a6-1c2a94186b84
Answering inbound telephone calls, chat, email & reviews in a skills-based environment where transactions range from call transfers to in-room work order requests, to complex hotel, dining, event and entertainment reservations for customers
Responding to inbound customer and partner digital inquiries, using methods and verbiage defined by management
Answer Operator calls (internal/External)
Providing customers with a clear picture of company products and services; always leading the call without failing to listen to the voice of the customer
Ensuring that customer requests for reservations and other services are met and confirmed within the guidelines established by management
Sensing and exploiting up-sell opportunities where appropriate; always attempting to cross-sell in cases a specific request cannot be met
Presenting, a positive view of the company and its properties when interacting with customers and fellow employees at all times
Escalating difficult and complex situations to Team Leaders as they arise
Work with Quality Coaches and Team Leaders to evaluate individual performance and make efforts to improve performance where the need has been indicated
Provide Team Leaders with important observationsculled from many customer interactions, offering suggestions to improve process, product or service offerings
Works diligently to supportcompany culture and team philosophy throughout the property.
Comply with all departmental and company policies including company business ethics guidelines.
Maintain confidentiality of all company trade secrets and proprietary information including business processes, customer information, marketing plans and any other confidential information
Be willing to participate in peer to peer coaching on a one on one basis as well as to support the overall team by assisting on the call center floor by answering questions
Demonstrate actions and behaviors that reinforce the Company's mission, "Unconquered Vision, Unparalleled Service, Unlimited Future," and values of Fast, Fun, Friendly, Fresh and Focused in all we do
Exhibit conduct in accordance with all company regulations and Seminole Tribe of Florida departmental policies and procedures
Two year or more of directly related experience in an inbound contact center or face to face customer service or similar customer service role
Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette
Knowledge of property management, reservations and player tracking systems (e.g. Windsurfer, SHR, HotSOS, SevenRooms, LMS, CMP) is advantageous;
Proficiency in basic Windows and MS Office packages is very important
Language Requirements: Bilingual (English & Spanish)
Experience handling customer calls in a 24x7 sales-oriented inbound environment
Experience handling reservations or in the casino / hospitality industry is considered a plus
Must be able to work flexible schedules based on the needs of the business. Schedule subject to change based on business/customer needs.
High School Diploma or equivalent.
Must be 18 years of age or older.
Ability to type at least 25 words per minute.
College degree preferred but not required.
Collaboration:Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
Communication:Outstanding communication, listening, and analytical skills.
Organizational Skills:Strong organizational and problem-solving skills.
Emotional Intelligence:Ability to prioritize tasks and work well under pressure while remaining focused.
Open-Mindedness:Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.
Critical Thinking:Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making.
Solution-Oriented:Proactive approach to problem-solving with a focus on creating a positive customer experience.
