Job Description

Why We Need Your Talents:

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Maryland Live Casino is seeking Remote Contact Center Agents to join our dynamic team. As a Remote Contact Center Agent, you will play a crucial role in curating an exceptional guest experience for both internal and external guests. We are looking for individuals with interactive gaming support experience and a passion for delivering outstanding service.

This is a remote position - experience with telework is preferred

Compensation: $17.50/hr

Transitioning from On-Site Training to Remote Settings

Where You'll Make an Impact:

• Handle Interactions: Respond to incoming digital and audio interactions such as chats, emails, SMS, and voicemails in a timely and professional manner.
• Upsell Opportunities: Identify and seize opportunities to upsell services and accommodations according to brand standards.
• Follow-Up: Follow up with guests as needed or directed, ensuring all outstanding issues are addressed and resolved satisfactorily.
• Deescalation: Demonstrate the ability to deescalate issues in a calm and professional manner, ensuring a positive customer experience.
• Routing Calls: Efficiently route calls to the appropriate person or department, streamlining communication within the organization.
• Guest Confidentiality: Maintain strict guest confidentiality when reviewing information, ensuring data privacy and security.
• Concierge Services: Provide concierge-type services to VIP guests, managing invite-only and complimentary events.
• Communication: Communicate open work orders affecting in-house guests to the relevant departments, facilitating seamless operations.
• Product Knowledge: Stay informed about current service offerings, promotions, in-room offerings, product inventory levels, in-house activities or events, and travel conditions.
• System Proficiency: Maintain proficiency in property-specific systems, including but not limited to HMS, Loyalty, QCI, Hotsos, Opentable, Talkdesk, Mitel, In Moment, iSight etc.
• Adherence to Policies: Adhere to company and department rules, policies, procedures, and sequences of service.
• Other Duties: Perform other related duties as assigned, contributing to the overall success of the Contact Center.

Skills and Must-Haves:

• Previous experience in interactive gaming support is required.
• Exceptional communication and interpersonal skills.
• Ability to multitask in a fast-paced and dynamic environment.
• Strong problem-solving and deescalation skills.
• Knowledge of Contact Center technologies and systems.
• Prior experience in telework is advantageous.
• Proficient typing skills.
• Must be able to obtain both Maryland and Pennsylvania gaming licenses

• Ability to provide a luxury experience while engaging in every conversation with Team Members and guests.
• Ability to read, write and communicate verbally in English.

• Ability to show up on time and ready to work at your station.

• Education:? A high school diploma or GED equivalent
• Experience: One (1) year experience in telephone operations or switchboard operations or Hotel operations.

Application Process: If you are a customer-centric professional with a background in interactive gaming support, we encourage you to apply. Successful candidates will be selected based on their experience, skills, and commitment to delivering outstanding service. To apply, please submit your resume and cover letter.

Note: This is a hybrid position , and preference will be given to candidates with prior experience in telework. Upon extending an offer, candidates will be required to complete a remote disclosure contract form. If the business need permits, candidates may be required to report on property. Maryland Live Casino will provide all necessary equipment for this role.

Perks We Offer You

• Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents. Other benefits for full-time and part-time Team Members include:
• Free Basic Life Insurance
• Free Short Term & Long-Term Disability
• Generous retirement savings options
• Paid Time Off
• Tuition Reimbursement
• On-site Wellness center for Team Members and eligible dependents (Maryland Property only)
• Training and pathways for career growth
• Robust Rewards & Recognition Programs
• Annual Merit Based Pay Increases
• Discretionary Performance Bonuses
• Discretionary Service Bonuses
• Free parking
• Free food and discounted meals
• Live! Hotel, Food & Beverage, and Entertainment Discounts

Life at Live!

Individuals chosen to be part of the Live! Team can expect:

• To be part of an exciting experience unlike any other in the market.
• To be given the power and responsibility to put service and community first.
• To come together as a strong team, while valuing and celebrating our diversity.
• To be given the tools, resources, and opportunity to grow in their career.
• To work hard and have fun.
• Live is a 24 hour /7 days per week high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
• The casino is large and fast paced, requiring the ability and energy to move about it with a true sense of urgency!
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.

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