Customer Care Agent - Customer Care (Hospitality)

Location: Seminole Hard Rock Call Center

Company

hirify.global provides customer care and reservation support for Seminole Gaming hospitality and entertainment properties.

What you will do

• Handle inbound calls covering account inquiries, complimentary requests, and complex hotel, dining, event, entertainment, VIP, and group reservations.
• Research and resolve guest concerns received through calls, chat, text, email, surveys, mystery shoppers, and social media.
• Manage escalated guest issues, document resolutions, and provide appropriate service recovery.
• Create and maintain group master accounts, enter rooming lists, and coordinate with Hotel Sales on group room inventory.
• Process hotel cashiering tasks, including advanced deposit postings and refunds, and review selected guest folio charges.
• Support complex reservation processing, identify upsell and cross-sell opportunities, and share guest feedback with team leaders and managers.

Requirements

• At least one year of directly related inbound contact center experience.
• Experience handling guest calls in a sales-oriented inbound environment.
• Strong verbal communication, interpersonal, business writing, computer, and telephone etiquette skills.
• Ability to work independently or under supervision while maintaining productivity in a high-volume environment.
• Ability to remain seated for an entire shift, perform repetitive keyboard and wrist movements, and view a computer monitor for extended periods.
• Scheduling flexibility is required; weekend and holiday shifts may be necessary.

Nice to have

• Knowledge of property management, reservations, and player tracking systems such as LMS, ARTS, or CMP.
• Proficiency with Windows and Microsoft Office.
• Reservations experience in the casino or hospitality industry.
• Knowledge of social media and its role in customer engagement.

Culture & Benefits

• Paid weekly.
• Competitive health plans.
• Training and development opportunities.
• Tuition reimbursement.
• Team member discounts.
• Employment is subject to a background check, which may include a criminal background check and drug screening.