Member Services Administrator - Call Center

MGM Resorts International develops, builds and operates unique destination resorts designed to provide a total resort experience, including first-class accommodations and dining, world-class entertainment, state-of-the-art meeting and convention facilities, and high-quality retail and gaming experiences.

The Member Services Administrator role is to provide friendly, personalized service while responding to the customer inquiries that come in through various corporate inboxes and over the phone in a timely manner. To cultivate loyalty by promptly responding to or forwarding all customer issues dealing with M life administrative duties and processing member tax statements. A secondary role of the Member Services Administrator position will be to provide upbeat, personalized service from first guest contact until reservation(s) completion for MGM Resorts International properties utilizing a “One Call Resolution” mentality.

* Provide the highest level of customer service. * Verify member account information and update as requested. * Review and respond to or forward communication with members through the Comments Inbox, Privacy Inbox, Member Service Inbox, and the Tax Statement Inbox. * Process all Tax Information Statement Requests through email, fax or direct mail. * Coordinate the processing of Tax Information Statement Requests and the forwarding of win/loss statements with Branch Offices and authorized property representatives. * Assist members with online navigation and troubleshooting through Mlife websites. * Assist and promote MGM Resorts International partnership program. * Promote a positive and energetic image with regard to the changing business practices related to Mlife. * Follow established communication standards as issued by management. * Transfer callers to other departments as necessary. * Send guest correspondence as needed. * Answer incoming calls in a timely manner. * Answer incoming reservation calls in an overflow capacity at the direction of management. * Handles guests in the most courteous and efficient manner while responding to guest inquiries or concerns regarding the guest experience. * Anticipates guest needs and/or engages guest to capture all possible up-sell and cross-sell opportunities, and recommends appropriate solutions to the particular guest interaction to maximize these increased revenue opportunities. * Provides guest experience that meets or exceeds applicable industry rating standards (Forbes, AAA, Zagat, etc.), in addition to meeting established Contact Center standards for service excellence (i.e. Quality, Not Ready, conversion, etc.)Ensure department business is carried out in an efficient and professional manner. * Performs all other job related duties as requested.

* At least 1 year of guest service experience; preferably in gaming, retail, hospitality and/or travel industry. * Ability to: * Perform job functions with attention to detail, speed, and accuracy. * Prioritize and organize. * Be a clear thinker, remaining calm and resolving problems using good judgment. * Follow directions thoroughly. * Multi task in various situations. * Understand guest service needs. * Work cohesively with co-workers as part of a team. * Work with minimal supervision. * Maintain confidentiality of guest information and pertinent hotel data. * Excellent customer service skills. * Have interpersonal skills to deal effectively with all business contacts. * Professional appearance and demeanor. * Work varied shifts, including weekends and holidays. * Ability to type at least 20 wpm. * Working knowledge of Microsoft Office (Word, Excel, Outlook and PowerPoint). * High School diploma or equivalent. * Able to effectively communicate in English, in both written and oral forms.