Turning Stone Resort Casino
Job Code
Travel Involved
Casino & Gaming
Employment Status

Call Center Representative

Job Description

Turning Stone Resort Casino currently seeking a Call Center Representative to effectively telemarkets in the Player Development call center. Candidate must be flexible to include day to mid day shift and weekends/holidays.



  • Effectively telemarkets in the PD Call Center making outbound calls and booking special events, shows, etc. to our high end guests. Follows up with confirmation calls.
  • Always ensures guests receive exemplary customerservice when explaining, instructing, and assisting guests with the booking of upcoming special events.
  • Answers all inbound calls and emails coming into the Call Center officein a timely fashion.  Greets callers warmly, thanks them for calling, and remains calm and pleasant during calls.
  • Immediately notifies Supervisor of any derogatory or missing information on an account.
  • Responds quickly and efficiently to the needs / requests of all VIP Guests, Casino Hosts & Junket Reps.
  • Communicates & cooperates effectively with all departments.
  • Always maintains confidentiality regarding guest account information including contact information and play history.
  • Demonstrates thorough knowledge and comprehension of the company and department policies and procedures.
  • Issues complimentaries to guests for Restaurants, Golf, retail outlets, Showroom, and Spa.
  • Maintains thorough knowledge of the Hotel reservations system.  Processes guest transactions with minimal error.  Consistently uses proper group, source, and reason codes.
  • Effectively answers any guest questions.  Consistently directs guests to proper areas for answers to questions.
  • Consistently follows appropriate guidelines and seeks proper assistance/approvals in handling complimentaries.
  • Consistently displays sound judgment regarding the issuance of complimentaries.
  • Effectively maintains correct information on special event manifests.
  • Always ensures own work area is kept clean and orderly throughout shift.
  • Always thorough and concise when checking guest accounts for points and complimentary offer availability.
  • Maintains tracking and entry of the VIP private lounge for our high end guests by following department procedures when assigned to this area.

Job Requirements


  • High School Diploma or Equivalency experience required.
  • Must have at least two years of experience in customer service; call center experience is preferred.
  • Excellent verbal and written communication skills are required.
  • Excellent organizational skills required.
  • Must be able to multitask in a fast paced environment.
  • Basic math skills required.
  • Knowledge of data entry preferred.
  • Must possess computer skills with knowledge of Microsoft Office.
  • Ability to use a calculator, printer, copy machine and scanner.
  • Must be willing to work a flexible schedule to include evening hours, weekends and holidays as needed.