Customer Service Supervisor (Caesars New Orleans)

JOIN A TEAM THAT GOES ALL-IN ON YOU

Caesars New Orleans Casino & Hotel is a destination property in the heart of the city, we are continually striving to attract the best talent to deliver extraordinary experiences for our guests. Are you ready to join a team that embraces a family culture, blazes the trail, and commits to delivering Family-Style Service at every turn? We want you to become an integral part of our vision to create spectacular worlds that immerse, inspire, and connect you. Become a part of our winning team and bring your fun spirit along with you!  

BENEFITS: Caesars New Orleans is proud to offer our team members a professional, fun, and welcoming atmosphere.  Our team members also enjoy exclusive benefits, such as:

• FREE Downtown Team Member Parking
• Discounted Monthly Bus Passes
• Free Team Member Assistance Program
• Team Member Discounted Hotel Room Rates
• Fun and Free Team Member Events
• Discount Program within Caesars Partner Network
• Tuition & Student Loan Debt Repayment Assistance
• 401k Matching

ABOUT THE ROLE: The Customer Service supervises the property's customer service initiatives. Role requires a lot of communication internally and with our operating leaders. Responsible for working the casino floor on nights and weekends to acquire the data to determine the customer service opportunities. Responsible for compilation and manipulating of data required for Analysis of customer service programs. Must be able to analyze customer data, work thru issues to determine the root cause and suggest areas of improvement. Supervises Administrative functions of Total Service department. 

ESSENTIAL JOB FUNCTIONS:   

Willingness to Serve:  Able to demonstrate a high level of service delivery; do what is necessary to ensure customer satisfaction; deal with service failures and prioritize customer needs

Energizing Others:  Able to exhibit a can-do approach and inspire employees to excel; use competition to encourage others; develop performance standards and confront negative attitudes; develop a team spirit.

Leadership: Able to assume a role of authority as necessary; advocate new ideas, even when risk is involved; set an example for coworkers; delegate responsibility and empower associates to make decisions; provide constructive feedback to others.

Decision Making & Problem Solving:  Able to take action in solving problems while exhibiting judgment and a realistic understanding of issues; able to use reason, even when dealing with emotional topics; review facts and weigh options.

Quality:  Able to maintain high standards despite pressing deadlines; establish high standards and measures; do work right the first time and inspect material for flaws; test new methods thoroughly; reinforce excellence as a fundamental priority. In addition:

• Responsible for tracking trends analyze service scores for the property 
• Respond to and consistently meet the needs of internal clients. 
• Support and cultivate new ideas and methods to deliver business solutions. 
• Train new users on the systems. Identify ways to increase efficiencies or improve product or service. 
• Must be able to communicate and interact positively with customers through written correspondence, by telephone and in person. 
• Responsible for documenting and solving Tier-level customer inquires in a professional and timely manner. 
• Provide outstanding service to targeted guests who may encounter a problem, question or who may require assistance. 
• Perform problem resolution including service recovery via customer interaction (e.g. social media such as Facebook and Twitter, letters, phone calls, email, comment cards or in person). 
• Use discretionary decision making and independent judgment in determining resolution through comp rooms, meals, or other methods when applicable. 
• Track and communicate various forms of customer feedback to understand overall breakdowns and hidden dissatisfiers. 
• Field questions, and provide updates. 
• Provide individual training as needed. 
• Troubleshoot errors and determine appropriate issues to escalate to corporate. 
• Maintain and respond to emails sent to a central support box in a timely manner. 
• Prepares and types correspondence, forms, reports, verbatims, charts, and graphs. 
• Ensures competen