DR Supervisor, Service Connection (Full Time; Varied Shift) starting at $17.00/$20.99

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, and Values

    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, creati