Responsibilities/Purpose

E-Communications Specialists handle various multimedia contacts such as customer service emails, faxes, voicemails, internal/external phone calls, web chats and provides communication support to multiple channels for contact center agents, management, staff and customers.

Job Functions:

• Provides excellent customer service to both internal and external department customers.
• Analyzes and accurately processes various types of multimedia communication-related requests and respond to internal and external customer needs to provide an appropriate resolution within established service levels.
• Creates, edits, posts and maintains information in the internal knowledgebase to be accessed by all employees.
• Answers telephone calls, emails, and participates in internet web chats to assist guests with reservation and billing inquires and other guest service issues including but not limited to; assistance with making reservation bookings, internet error messages, general questions, copies of folios, research and resolution of credit card and charge disputes, credit card refunds, application of Total Reward credits for payment, reversing Total Reward credits, payment changes, and credit card authorization releases.

• Builds contacts/relationships within HET with subject mater experts in order to maintain open and accurate flow of information.
• Knowledgeable of HET services and products while being a creative thinker with the ability to communicate complex ideas into simple messages via written and visual channels to be easily understood by target audiences.
• Completes duties as assigned, acts as a role model always presenting oneself as a credit to the company and encourages others to do the same.
• Meets measured efficiency goals and standards.
• Handles all incoming customer transactions promptly, efficiently, accurately and professionally.
• Safeguards customer confidentiality and privacy in accordance to company and department standards.
• Meets department punctuality, adherence, attendance and appearance guidelines.
• Assists with special projects and/or additional duties as directed by a Supervisor.
• Adheres to all company policies, regulatory and state/federal laws.
  

Essential Requirements :

Education:

• High school diploma or equivalent required.
  

Experience:

• 1 year customer service in a hotel or resort or 1 year customer service oriented job experience. Reservations or Front Desk experience preferred but not required.
  

Abilities:

• Excellent leadership, organizational, listening, interpersonal, analytical, written and verbal communication skills required.
• Must have a thorough knowledge of the processes and guidelines for Casino Reservations and Total Rewards program, proficient in CMS, LMS, and WINet systems. Must be able to balance cashier reports.
• Must have good mathematical skills and a basic understanding of accounting terminology.
• Must demonstrate and upbeat and positive disposition.
• Strong knowledge of customer care processes and techniques are vital.
• Must be highly motivated, proactive individual and independent thinker.
• Must be able to handle multiple tasks in a high volume, fast paced environment.
• Knowledge of computer, telecommunications functions and systems, customer service and telemarketing.
• Excellent, developmental and motivational skills required.
  

Desired Skills:

• Some knowledge of HTML and basic graphic design principles preferred.
• Some knowledge of LMS
• Intermediate level of Microsoft Office programs (Excel, PowerPoint, Word and Sharepoint).

Disclaimer:

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, or technical developments).