Part Time SCC Agent Level 1

Harrah’s Cherokee Casino Resort Position Description

 

POSITION TITLE:                        Service Connection Center Agent – Level II

DEPARTMENT:                             Marketing

GRADEFLSA STATUS:                H10 – Non-Exempt

BADGE TYPE/COLOR:               Key--Blue                                         

REPORTS TO:                                Service Connection Center Supervisor, DR SCC 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:

• Endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision and Values
• Receive all incoming phone calls for HCCR and HCVR and direct to the appropriate parties
• Dispatch internal calls for guests and employees
• Assist phone patrons by providing information about the property, the hotel, promotions, events, direct mail offers and room rates and availability 
• 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
• Daily display Spotlight behaviors and Harrah’s Service Cycle training
• Adhere to call standard metrics, including 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 
• Proactive with incidents and issues ensuring resolution with employees and guests
• Maintain high standards of courtesy, hospitality, friendliness, and professionalism
• 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
• Display professionalism and upbeat positive attitude always
• 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

         

MINIMUM QUALIFICATIONS:

• High school diploma or GED required
• Associate degree from an accredited educational institution preferred
• Two years customer service 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, 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