About this role
Harrah’s Cherokee Casino Resort Position Description
POSITION TITLE: Service Connection Center Agent
DEPARTMENT: Marketing – Service Connection Center
GRADEFLSA STATUS: H10 – Non-Exempt
BADGE TYPE/COLOR: Blue – Key Employee
REPORTS TO: Supervisor, Service Connection Center, DR Service Connection Center Agent
SUPERVISES: N/A
JOB SUMMARY:
This position* will ensure the delivery and execution of service excellence to both internal and external customers. It will ensure all customer contact is courteous, informative, thorough, and friendly. It will also foster an employee culture that is passionate about delivering truly world-class customer service.
JOB ESSENTIAL DUTIES AND RESPONSIBILITIES--LEVEL 1:
- Receive all incoming phone calls and direct to the appropriate parties
- Dispatch internal calls for guests and employees
- Assist patrons by providing information about the property, the hotel, promotions, events, and direct mail offers
- Service/reviews customer complaints or inquiries in a positive and professional manner
- Make entertainment, special event, golf, and restaurant reservations
- Access CMS for event reservations, and other outlets as needed
- Coordinate with various team members to ensure guest’s needs are accommodated within time parameters and executed
- Receive and respond to guest inquiries through virtual messaging software (IVY)
- Receive hotel front desk calls, dispatch special requests, bell service, valet and other amenities and services for hotel guests
- Anticipate and provide for VIP guest needs in advance of request
- Explain the advantages of Caesars Rewards Card program and encourage use of Caesars Rewards Card
- Provide personalized service for casino players; know their preferences for services
- Identify/cultivate new and existing casino players through teleservices efforts
- Responsible for departmental, company, and brand performance standards
- Adhere to call standard metrics, including call scripting, average talk time, aux time, available time and hold time
- Proactive with incidents and issues ensuring resolution with employees and guests
- Informed about all property and brand events, initiatives, products, and services focused on and/or relating to casino players
- Adhere to regulatory, departmental and company policies/procedures in an ethical manner
- Endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, and Values
JOB ESSENTIAL DUTIES AND RESPONSIBILITIES--Level II:
- Assist phone patrons by providing information about the property, the hotel, promotions, events, direct mail offers and room rates and availability
- Access CMS for external hotel offers, event reservations, patron account, and other offers as needed
- Daily responsibility for external hotel administration, including preparing and communicating expected arrivals, billing, and other related reports
JOB ESSENTIAL DUTIES AND RESPONSIBILITIES--Level III:
- Monitor and respond to incoming virtual concierge messaging through IVY
- Reach out to guests based on varying criteria to book a reservation and increase play
- Collect and record valuable data for future reference in communication with guests and maintain a shared database
- Utilize sales techniques to create a sense of urgency to book guests
MINIMUM QUALIFICATIONS:
- High school diploma or GED required
- Two years of customer service experience preferred
- Must demonstrate the following essential knowledge and skills:
- Excellent customer service, employee relations, and individual /teamwork skills
- Detail orientated, creative, artistic, motivated, and willing to work long hours
- Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook
- Knowledge of CMS, LMS, Hot SOS is preferred
- Excellent phone, negotiation, organization, conflict resolution and time management skills
- Excellent oral and written communication skills
- Ability to handle multiple priorities in a fast-paced environment
- Ability to work independently
- Neat, professional appearance with excellent personal hygiene
PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:
- Must be able to operate in stressful situations
- Must be able to attend to multiple tasks simultaneously
- Must be physically mobile with reasonable accommodations
- Must be able to respond to visual and aural cues
- Must be able to read, write, speak, and understand English
- Must be able to lift up to 25 pounds and carry 5 pounds
- Must have the manual dexterity and coordination to operate office equipment, including computers, fax machine and photo copier
- Must be able to stoop, bend, reach, kneel, twist, and grip items
- Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including secondhand smoke
- Must be able to work a flexible schedule including weekends, evenings, and holidays
* This position performs its duties and responsibilities on behalf of both Harrah’s Cherokee Casino & Resort and Harrah’s Cherokee Valley River
This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job. Harrah’s Cherokee Casino Resort reserves the right to make changes in the above job description whenever necessary 6.23.23