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Contact Center Representative - Full-time - Maryland

May 30, 2026

Job Title

The overall goal of the Contact Center Representative is to ensure all communications (digital and audio) are handled in a timely, professional, and courteous manner while providing quality services to both guests and team members.

Compensation: $17.50/hr

Fully On Site

Priority staffing: Various shifts available.

Must have weekend availability

Responsibilities

Where You'll Make an Impact:

Curating an exceptional guest experience for our internal and external guests alike.
Handle incoming digital and audio interactions (chats, emails, SMS, voicemails, etc) as needed or directed.
Master opportunities to upsell services and accommodations according to brand standards.
Follow up with guests as needed or directed and help bring closure to any outstanding issues.
Ability to deescalate issues in a calm and professional manner.
Route calls to the appropriate person/department.
Always maintain guest confidentiality when reviewing information.
Promote a positive and productive environment within the department.
Provide concierge type services to VIP guests for invite only and complimentary events.
Communicate open work orders affecting in-house guests to the appropriate departments.
Maintain knowledge of current service offerings, promotions, in-room offerings, current product inventory levels, in-house activities or events and travel conditions.
Maintain full knowledge, understanding, and adherence to company and department rules, policies and procedures, and sequences of service.
Maintain knowledge and skill levels on property specific systems including but not limited to: HMS, Loyalty, QCI, Hotsos, Opentable, Talkdesk, Mitel, In Moment, etc.
Other related duties as assigned.

Qualifications

Skills to Help You Succeed:

Impeccable service and conflict resolution skills.
Effective salesmanship skills.
Strong computer literacy skills.
Strong communication and organizational skills.
Effective prioritization skills.
Reliable ownership and follow through skills.
Ability to provide a luxury experience while engaging in every conversation with Team Members and guests.
Ability to communicate effectively in one-on-one, small group, and large group situations.
Ability to read, write and communicate verbally in English.
Ability to apply common sense reasoning to service related scenarios.
Ability to show up on time and ready to work at your station.
Being a team player- someone who cares about the success of their team.
Ability to type quickly and accurately on a computer keyboard.
Multi-tasking with accuracy.

Must-Haves:

Education: A high school diploma or GED equivalent
Exceptional guest service attitude
Experience: One (1) year experience in telephone operations or switchboard operations or Hotel operations.
Must be able to comply with all state gaming regulations, which may include obtaining a license.

Physical Requirements:

Ability to use hands and fingers to handle and feel.
Ability to frequently talk, hear, walk, and sit.
Ability to occasionally use hands and arms to reach, legs and feet to balance, stoop, kneel or crouch.
Ability to stay in a seated position for up to an 8 hour shift.
Ability to regularly lift and/or move up to 5 pounds and infrequently lift and/or move up to 10 pounds.
Ability to regularly utilize sufficient vision or other powers of observation to review documents and computer screens and organize documents and materials.

What We Offer

Perks We Offer You

Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents. Other benefits for full-time and part-time Team Members include:

Free Basic Life Insurance
Free Short Term & Long-Term Disability
Generous retirement savings options
Paid Time Off
Tuition Reimbursement

On-site Wellness center for Team Members and eligible dependents (Maryland Property only)
Training and pathways for career growth
Robust Rewards & Recognition Programs
Annual Merit Based Pay Increases
Discretionary Performance Bonuses
Discretionary Service Bonuses
Free parking
Free food and discounted meals
Live! Hotel, Food & Beverage, and Entertainment Discounts

Life at Live!

Individuals chosen to be part of the Live! Team can expect:

To be part of an exciting experience unlike any other in the market.
To be given the power and responsibility to put service and community first.
To come together as a strong team, while valuing and celebrating our diversity.
To be given the tools, resources, and opportunity to grow in their career.
To work hard and have fun.
Live is a 24 hour /7 days per week high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
The casino is large and fast paced, requiring the ability and energy to move about it with a true sense of urgency!
Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
You will work in an environment where smoking is allowed.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...