Summary

Call Center Representative

$16.00/hour

Summary Description

The Call Center Representative is responsible for answering phones, and providing property or similar information in a courteous manner, directing individuals to the correct department/individual, and answering any property information questions

Essential Job Functions/Duties Practices, supports, and maintains the Mission, Vision and Values of WarHorse Gaming Omaha, LLC.  Receives calls, provides casino and/or food and beverage information, in addition to property information.   Processes phone calls promptly and courteously.   Presents oneself in a neat and clean appearance at all times.  Finish Responds to all email and text requests promptly and in appropriately.   Mails out information as requested.   Demonstrates and provides outstanding guest and team member relations at all times.   Engages in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.   Resolves routine problems and communications solutions or requested information to the customer.  Analyzes a guest’s service needs and refers to other service or technical departments for follow up as needed.  Uses customer database to record activities and research product information.  Escalates complex issues to Call Center Supervisor.  Builds lasting relationships with clients and other call center team members based on trust and reliability.   Participates in training and other learning opportunities to expand knowledge of company and position.   Performs other tasks as assigned.  Job Specifications Must be 19 years or older.  High School Diploma or GED.  One (1) year experience in guest service, gaming preferred.  Knowledge of marketing program and/or ability to learn.  Proficient with Microsoft office Suite or related software; and related POS and player system software.  Excellent organizational skills and attention to detail.  Strong analytical and problem-solving skills.  Strong interpersonal and guest service skills.  Ability to work with/for multiple team members.  Core Competencies Collaboration Skills  Guest Focus  Communication Proficiency  Flexibility  Problem Solving  Ethical Conduct  Stress Management/Composure  Benefits Federal Employees Medical Coverage Full Insurance Coverage offerings 401K with Day 1 Vesting & Company Match Quarterly Incentive Program Vacation, Holiday & Sick Days Discounted Meal Program Travel Requirements

Travel is not required for this position.

Work Hours

Due to the unpredictable nature of the hospitality/entertainment industry, Team members must be able to work varying-schedules to reflect the business needs of the property.

Certification Requirements

 Is this position responsible for selling, serving, or distributing alcoholic beverages or do they have comp authority? No

Gaming License Required? Ability to secure and maintain NE Gaming License.

Other Certifications? N/A

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Ho-Chunk, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. However, preference may be extended to persons of Indian descent in accordance with applicable laws.

Physical Requirements Assessment

Rating Scale

0 – Not Applicable to This Position

1 – Normal: Conditions Similar to Everyday Life

2 – Above Average: Beyond Normal Levels

3 – Extreme: Extraordinary Levels

Critical Job Elements: For the questions that follow, use the rating scale above to describe the job.

Work Environment

2 Accessibility of all worksites required for the position

1 Exposure to weather and temperature extremes

1 Exposure to darkness

1 Exposure to cramped spaces

1 Exposure to loud noises

1 Exposure to chemicals and fumes

1 Exposure to dust

1 Exposure to heights

1 Exposure to work safety hazards

2 Exposure to secondhand smoke

1 Amount of overtime/extended work hours required

Physical Effort

1 Physical mobility: movement from place to place on the job, considering distance and speed

1 Physical agility: ability to maneuver body while in place

1 Ability to lift up to 50 lbs.

2 Physical strength to manage routine office materials and tools

1 Dexterity of hands and fingers

1 Dexterity of feet

1 Physical balance: ability to maintain balance and physical control

1 Coordination: including eye/hand, hand/foot, etc.

1 Endurance: prolonged physical activity with limited opportunity to rest

Mental Effort

2 Concentration/intensity: prolonged mental effort with limited opportunity for breaks

2 Memory, considering the amount and type of information

2 Complexity of decision making

2 Time pressure of decision making

2 Analytical thinking

2 Conceptual thinking

2 Ability to compute basic math calculation

Communication

2 Fluency in English

1 Fluency in another language

2 Verbal communication

2 Written communication

2 Non-verbal communication

Sensory Abilities

1 Ability to see

1 Ability to distinguish colors

1 Ability to hear

1 Ability to smell

1 Ability to taste

1 Sense of touch

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