DR Service Connection Agent - Full-time

Harrah’s Cherokee Casino Resort Position Description

POSITION TITLE:                          DR Service Connection Center Agent

DEPARTMENT:                             Marketing – Service Connection Center

GRADEFLSA STATUS:                   H10/16 – Non-Exempt

BADGE TYPE/COLOR:                  Blue – Key Employee                                        

REPORTS TO:                                Supervisor, Service Connection Center

SUPERVISES:                                 Service Connection Center Agent Level 1, 2, and 3

JOB SUMMARY:

This position will ensure the delivery and execution of service excellence to both internal and external customers and assist in the supervision of the Service Connection Center* team as needed. 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—SCC AGENT:

• 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
• Maintain up-to-date telephone directory for property and corporate offices
• Make hotel, entertainment, special event, golf, and restaurant reservations
• Issue complimentaries from CMS for external hotel accommodations, show reservations, and other outlets as needed
• Daily responsibility for external hotel administration, including preparing and communicating expected arrivals, billing, and other related reports
• Receive hotel front desk calls, dispatch special requests, bell service, valet and other amenities and services for hotel guests
• Support VIP Services by assisting with reservations, events, and special requests
• 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
• Participating team member by providing input and suggestions, volunteering and being involved in projects, committees, and task forces 
• Informed about all property and brand events, initiatives, products, and services focused on and/or relating to casino players
• Monitor and respond to incoming virtual concierge messaging through IVY
• Endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, andValues

• As needed:
• 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

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES--SUPERVISOR:

• Responsible for securing day of external hotel inventory
• Responsible for setting and communicating daily criteria for internal and external hotel inventory 
• Responsible for, or actively participates in, the initiation of personnel actions including but not limited to interviews, training, candidate selection, terminations, performance reviews, promotions, transfers, and disciplinary actions
• Proactive with incidents and issues ensuring resolution with employees and guests
• Train subordinates, providing each with the knowledge, development, and appropriate direction to perform his/her responsibilities
• Exhibit sound decision-making, with emphasis on motivating team and maintaining high morale
• Provide continuous positive coaching for development of employees and appropriate corrective action when necessary
• Provide appropriate recognition and rewards to individuals and groups when consistent superior performance is attained as well as providing corrective actions when necessary
• Adhere to regulatory, departmental and company policies/policies in an ethical manner

MINIMUM QUALIFICATIONS:

• High school diploma or GED required
• Two years of call center, hospitality, or customer service experience preferred
• One year of supervisor experience preferred
• Must demonstrate the following essential knowledge and skills:
• Excellent customer service, employee relation, 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, GSW, EMC, IVY, Scheduler and 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 department 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