Customer Service Coordinator II Regional- Full Time (Harrah's Atlantic City/CES)

About the role

Consistently demonstrates superior customer service skills by displaying outlined service behaviors. Maintains an upbeat and positive attitude, creates positive energy with gestures and sustains enthusiasm from one interaction to the next. Creates an atmosphere of luck and celebrates guest’s wins. Is ready to serve and is informed of daily information; builds relationships by greeting guests with a warm, friendly verbal greeting. Anticipates needs and provides fast, flawless service. Checks for satisfaction and effectively resolves service breakdowns when they exist. Promotes Total Rewards programs and card membership. Provides a warm farewell and thanks guests for visiting.

Responsibilities

• Answers all external and internal calls for the Caesars Entertainment, Atlantic City hotels.
• Provides excellent customer service and support to internal and external guests.
• Fields calls and assists customers with Front Desk, Housekeeping, Maintenance, Bell Desk requests and related transaction needs.
• Timely and accurately data entry and tracking of all guest inquiries and correspondence.
• Sorts & distributes correspondence based on type of letter, delegating correspondence to department members for guest contact.
• Ensures timely and accurate guest responses from assigned department members.
• Drafts form letters in response to standardized guest requests or complaints.
• Prepares correspondence, responses and coversheets for weekly distribution to the property.
• Continually monitors the effectiveness of database entries.
• Provides on-line responses in the area of customer service through various networks such as Trip Advisor, Yelp, Facebook, Twitter etc.
• Responds in a professional and consistent manner based on departmental guidelines.
• Supports local initiatives to grow the customer email database.
• Maintains familiarity with all Marketing, Food & Beverage, Hotel and Casino programs, and responds to related guest inquiries.
• Acts as a service leader and role model championing property service programs.
• Maintains Customer Service files.
• Provides administrative support for special requests as needed.
• Other duties as assigned.

Qualifications

• High School diploma or equivalent.
• Casino experience or other related customer service experience preferred.
• Strong administrative and organizational skills required.
• Familiar with social media networks.
• Must possess excellent written & verbal communication skills.
• Maintain a pleasant and professional demeanor at all times.
• Proficient in Microsoft Office applications including; Word, Access and Excel.
• Must type a minimum of 60 words per minute.
• Fluent in English.
• Able to read and write English.
• NJ CER LICENSE REQUIRED.

About Us

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”.