Are you a people person with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are ever the same? If so, we want to hear from you! As an Experienced Customer Service Agent at arenaflex, you'll have the opportunity to join a dynamic team of customer service professionals who are dedicated to providing top-notch support to our hotel and casino guests.
At arenaflex, we're not just a company – we're a community of passionate individuals who are driven by a shared vision of delivering unforgettable experiences to our guests. With a portfolio of 43 properties across 20 states, we're one of the leading entertainment and hospitality companies in the industry. And we're looking for talented individuals like you to join our team!
**About arenaflex**
arenaflex is a leading entertainment and hospitality company that's dedicated to providing exceptional experiences to our guests. With a rich history of innovation and a commitment to excellence, we're proud to be a leader in the industry. Our team of passionate professionals is dedicated to delivering unforgettable experiences to our guests, and we're looking for like-minded individuals to join our team.
**Job Summary**
As an Experienced Customer Service Agent at arenaflex, you'll be the face and voice of our hotel and casino operations. You'll be responsible for providing exceptional customer service to our guests via phone, live chat, and email. You'll work closely with our team to resolve issues, answer questions, and provide comprehensive information about our properties and services. If you're a people person with a passion for delivering exceptional customer experiences, we want to hear from you!
**Key Responsibilities**
* Communicate with our guests via phone, live chat, and email to ensure a seamless customer experience and provide comprehensive information about our properties and services.
* Use internal resources and systems to view guest account statuses and histories, using the information to assist guests over the phone.
* Provide an exclusive level of customer service during every conversation that demonstrates friendliness, care, and builds value in the arenaflex brand.
* Assist guests with booking hotel reservations, provide relevant information about the property, and address the guest's inquiry while sustaining company conversion rate expectations.
* Operate our telephone call service by answering and transferring inbound phone calls and execute outbound phone calls when applicable.
* Answer guest questions about arenaflex hotel properties, casino property information, occasional PENNPlay account information, and property event information.
* Follow various internal standard operating procedures to escalate issues to casino property personnel or use your resources to find applicable answers for the consumer on any questions you may not know the answer to immediately.
* Deliver exceptional performance results in customer satisfaction while maintaining a positive tone with consumers over the phone and demonstrating patience and understanding regardless of the situation.
* Collaborate with your leaders and fellow team members to stay current of daily occurrences at our properties and within our backend systems that are impactful to the player experience.
* Maintain a strong track record for punctuality and attendance.
* Perform other duties as assigned.
**Qualification Requirements**
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* Must be at least 21 years of age.
* High School diploma required. College degree, or progress toward a college degree preferred.
* Heightened sense of urgency and passion to learn new things.
* Highly developed sense of integrity and commitment to guest satisfaction.
* Demonstrated passion for excellence with respect to treating and caring for guests.
* Ability to type quickly and write with good grammar and punctuation.
* Strong attention to detail is a must!
* Must be an analytical thinker.
* Ability to maintain a friendly disposition under heavy pressure. Some guests may be frustrated when they contact us, and they let that be known.
* Great problem-solving abilities.
* Ability to interpret incomplete or cryptic messages that might be written by English as a second language customers.
* Have the ability to work some holidays and weekends.
**What We Offer**
* Competitive compensation package.
* Comprehensive Benefits package.
* Fun, relaxed work environment.
* Tuition Reimbursement & Professional Development Programs.
**Work Environment**
As a Customer Service Agent at arenaflex, you'll have the opportunity to work in a dynamic and fast-paced environment where no two days are ever the same. You'll be part of a team of passionate professionals who are dedicated to delivering exceptional customer experiences. Our work environment is fun, relaxed, and supportive, with a focus on teamwork and collaboration.
**Career Growth Opportunities**
At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of training and development programs to help you build your skills and advance your career. Whether you're looking to move into a leadership role or pursue a new career path, we're here to support you.
**How to Apply**
If you're a people person with a passion for delivering exceptional customer experiences, we want to hear from you! To apply for this role, please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you!
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