Communications Specialist - Full Time (Call Center LV)

Job Summary:

The Communications Specialist will be responsible for the day to day maintenance of the Enterprise Knowledgebase. They will be responsible for supporting the development, implementation and continued improvement of the Caesars Entertainment Enterprise Knowledgebase (KB).  They will optimize the KB structure and knowledge life cycle workflows.  They will follow KB maintenance processes to ensure data integrity.  They will work closely with teams across the Enterprise to ensure the KB is accurate, relevant, up to date and effective.  The Communications Specialist will help to drive acceptance and usage of the KB across the Enterprise as well as assist leadership in developing a culture that invites individuals and teams to contribute/offer feedback on KB articles, accuracy and effectiveness. The Communications Specialist will assist with creating, maintaining and teaching KB training material and processes/procedures.       

Job Functions:

• Execute the day to day processes/procedures needed for maintenance, design and/or architecture of the KB, including any associated mobile applications.
• Adherence to processes for updating KB, while meeting or exceeding department standards related to such.
• Help support and complete the processes necessary for the maintenance and life cycle of knowledge data/documentation (knowledge articles, FAQs, reference guides, how-to’s, etc.)
• Conduct audits and create reporting on the KB via workflows, system reports, feedback etc.
• Complete user Audits and reporting to identify usage of the Knowledgebase or specific articles to drive improve agent performance.
• Create call center communications up to and including newsletters, pre-shifts, memos etc.
• Supports the relationships between call center communications team and Enterprise contacts.
• Create and maintain queries in KB platform.
• Work with peers to and assists management with the established processes for reviewing and analyzing data.  Supports the end-user feedback process which can be received through a variety of channels including surveys, quarterly feedback sessions/meetings, and end-user reporting with the focus on improving the knowledgebase articles and usage.
• Assists with maintenance of training and training materials relevant to the KB systems and processes as well as other call center initiatives as assigned.
• Meet or exceed department standards related to KB content accuracy, design and workflows.

Essential Requirements:

Education:

• High School diploma or equivalent
• KCS Certification

Experience:

• 2 years’ experience in a related field (Knowledge Management, Information Science, Information Systems, Communications, Business, or Graphic Design).

Salesforce Experience Abilities:

• Has a propensity to be a self-starter, punctual and a team player.  
• Excellent written and verbal communication skills
• Strong attention to detail and accuracy in all aspects of knowledge management (content, workflows, etc).
• Ability to assimilate information extracted from various resources and convert to a defined style, ensuing clear articulation.
• Is open to positive and constructive feedback.
• Types 45 WPM
• High level knowledge of Microsoft Office programs (Excel, PowerPoint, Word, Publisher, Designer, Access).
• Able to work independently as well as with a team and take initiative.
• Strong time management/prioritization skills, handling multiple tasks in a high volume, fast paced environment.
• Excellent organizational, listening and decision-making skills. 
• Must demonstrate a friendly, professional upbeat and positive disposition. 

 
Disclaimer: This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. 

Caesars Entertainment reserves the right to make changes to the job description whenever necessary.

As a part of Caesars Entertainment’s employment process, finalist candidates will be required to complete a drug test and background check prior to an offer being extended.  Caesars Entertainment Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status. 

At Caesars Entertainment, Inc., our Team Members create the extraordinary. We are the largest casino-entertainment company in the U.S. and one of the world's most diversified casino-entertainment providers. Since beginning in Reno, Nevada, in 1937, Caesars Entertainment has grown through the development of new resorts, expansions and acquisitions. Our resorts operate primarily under the Caesars®, Harrah's®, Horseshoe® and Eldorado® brand names. We focus on building loyalty and value with our guests through a combination of impeccable service, operational excellence and technological leadership. The company is committed to its Team Members, suppliers, communities and the environment through its PEOPLE PLANET PLAY framework.  

Our Caesars family is driven by our Mission, Vision and Values. We take great pride in living these values – Together We Win, All In On Service and Blaze the Trail – every day. Our mission, “Create the Extraordinary”. Our vision, “Create spectacular worlds. That immerse, inspire and connect you. We don’t perform magic; we create it with excellence. #WeAreCaesars”.  If you are ready to create some magic, we invite you to explore our dynamic, yet unique, career opportunities.