Overview
This position will be located on-site in Las Vegas, Nevada.
We are seeking a service-oriented Human-Led AI Concierge Agent to support customers usinga combination of personal assistance and AI-enabled tools. In this role, you will respond toinquiries, help resolve issues, and guide customers through their next steps while using AI tosupport research, prepare responses, and complete routine tasks.You will remain responsible for the quality and accuracy of the assistance provided. This includesreviewing AI-generated information, applying judgment, and escalating situations that requireadditional expertise or authorization.
About TP
TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.
Benefits of working with TP include
TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.
We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.
We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.
Your Career Starts Here
Join us in transforming the digital business landscape. At TP, we blend cutting-edge high-tech solutions with an essential high-touch human connection. You will be a vital part of a team that empowers global companies to quickly adapt and deliver exceptional experiences.
Your potential for growth here is limitless. We are committed to fostering career advancement, as proven by the journey of our Chief Executive Officer Americas, who started as an agent and rose to the highest levels of the company. At TP, we provide the platform; your ambition sets the limit.
We also welcome applications from active-duty service members, veterans, and military families. Please mention your service to the recruiter!
Equal Opportunity Employer
TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.
Application Deadline: Ongoing until positions are filled. Please click apply to start your application.
For other opportunities, please visit the TP Careers site at https://www.tp.com/en-us/careers.
Responsibilities
Your Responsibilities
As a Customer Care Representative, your main responsibility is to find innovative ways to respond to varying questions, issues, and concerns.
- Answering inbound telephone calls, chat, email & reviews in a skills-based environment where transactions range from call transfers to in-room work order requests, to complex hotel, dining, event and entertainment reservations for customers
- Responding to inbound customer and partner digital inquiries, using methods and verbiage defined by management
- Answer Operator calls (Internal/External)
- Providing customers with a clear picture of company products and services; always leading the call without failing to listen to the voice of the customer
- Ensuring that customer requests for reservations and other services are met and confirmed within the guidelines established by management
- Sensing and exploiting up-sell opportunities where appropriate; always attempting to cross-sell in cases a specific request cannot be met
- Presenting, a positive view of the company and its properties when interacting with customers and fellow employees at all times
- Escalating difficult and complex situations to Team Leaders as they arise
- Work with Quality Coaches and Team Leaders to evaluate individual performance and make efforts to improve performance where the need has been indicated
- Provide Team Leaders with important observations culled from many customer interactions, offering suggestions to improve process, product or service offerings
- Works diligently to support company culture and team philosophy throughout the property.
- Comply with all departmental and company policies including company business ethics guidelines.
- Maintain confidentiality of all company trade secrets and proprietary information including business processes, customer information, marketing plans and any other confidential information
- Be willing to participate in peer to peer coaching on a one on one basis as well as to support the overall team by assisting on the call center floor by answering questions
- Demonstrate actions and behaviors that reinforce the Company’s mission, “Unconquered Vision, Unparalleled Service, Unlimited Future,” and values of Fast, Fun, Friendly, Fresh and Focused in all we do
- Exhibit conduct in accordance with all company regulations and Seminole Tribe of Florida departmental policies and procedures
Qualifications
We’re looking for fearless people – people who are inspired to deliver only the best in all that we do.
Qualifications:
- Assist customers through phone, chat, email, or other communication channels, dependingon the program.• Listen to customer needs, answer questions, and provide clear, personalized support.• Use approved AI tools to locate information, summarize interactions, draft responses, andassist with routine tasks.• Review AI-generated content for accuracy, completeness, and appropriate tone beforesharing it with customers.• Identify and correct inaccurate or incomplete information using approved resources andprocedures.• Guide customers through processes, help resolve concerns, and follow up on outstandingrequests.• Escalate complex, sensitive, or unresolved issues to the appropriate team.• Document interactions accurately in customer relationship management and other businesssystems.• Protect customer information and follow company policies for privacy, security, andresponsible AI use.• Meet established expectations for service quality, productivity, customer satisfaction, andschedule adherence.• Share feedback on recurring customer issues and opportunities to improve processes or AItools.• Experience supporting customers in a contact center, virtual service, or digital supportenvironment.• Experience using AI assistants, chatbots, knowledge bases, or customer relationshipmanagement systems.• Experience providing support across multiple channels, such as phone, chat, and email.• Ability to work independently and adapt to changing processes and customer needs
What Success Looks LikeA successful agent delivers a helpful, human-centered experience while using technology to workefficiently. They build customer trust, provide accurate information, know when to seek support,and take ownership of each interaction through resolution or appropriate escalation.
Key Competencies:
- Process Excellence: Demonstrate commitment to following established procedures and be customer service driven.
- Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
- Communication: Outstanding communication, listening, and analytical skills.
- Organizational Skills: Strong organizational and problem-solving skills.
- Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused.
- Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.
- Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making.
- Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience.
