Penn National Gaming, Inc.

Call Center Agent

Location US-LA-Bossier City
Job ID
Casino Property
Margaritaville Resort Casino
Position Type
Regular Full-Time
Hotel Operations & Retail



Don’t just work. Work Happy.


A career in gaming? At Margaritaville Casino & Resort Bossier City, we think you'll enjoy an exciting industry, fast paced days and nights, diverse, enthusiastic co-workers, unlimited growth and support from one of the leaders in the industry.

An individual could be successful if they possess the following.

Your daily responsibilities include

- Determines call center operational strategies by conducting needs of the department. - Maintains and improves call center operations by monitoring system performance. - Answers calls and responds to emails. - Handles guests’ inquiries both telephonically and by email. - Resolves problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems. - Enters new customer information into system. - Updates existing guest information. - Routes calls to appropriate resource. - Follows up guests’ calls where necessary. - Fulfills requests by clarifying desired information and forwarding requests. - Documents all call information according to standard operating procedures. - Completes call logs. - Produces call reports.

To be successful in this position it will require the following skill set

QUALiFiCATiON REQUiREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. A combination of experience or training will be considered. - Minimum of 2 years of Call Center experience. EDUCATiONAL REQUiREMENTS: - High School Diploma or equivalent. KEY COMPETENCiES - Verbal and written communication skills - Listening skills - Problem analysis and problem solving - Guest service orientation - Organizational skills - Attention to detail - Judgement - Adaptability - Teamwork - Stress tolerance - Resilience   LANGUAGE SKiLLS: - Fluent English language skills, both verbal and in writing. MATHEMATiCAL SKiLLS: - Basic math skills; ability to add, subtract, multiply, and divide. OTHER SKiLLS AND ABiLiTiES: - Ability to obtain the appropriate work authorization per local, state, federal, and gaming regulations. - Good keyboard skills and excellent telephone etiquette.

Something to leave you with

Whether you prefer being at the center of it all or working behind the scenes, there’s a role for you at Penn National Gaming. We are a growing company but as big as we are, we still feel like family.  The areas of career opportunity with Penn are ideal for just about any skill set.  Our company wide commitment to making sure our guests smile as much as we do means you’ll enjoy a fun working environment anywhere within the organization.

Equal Opportunity Employer



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