Customer Service Lead (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

JOB SUMMARY 

The Customer Service Team is a fast paced working environment.  Associate will lead and assists in maintaining the overall customer satisfaction for the property; maintains rapport with current customers, department team members, and department leaders. 

ESSENTIAL JOB FUNCTIONS:   

• The role requires a lot of communication internally with our operating leaders, employees and externally with guests. 
• Assists in the facilitation of events and particularly in managing the overall customer experience.
• Responsible for documenting and solving Tier-level customer inquiries in a professional and timely manner.
• Provide outstanding service to targeted guests who may encounter a problem, question or who may require assistance. 
• Responsible for responding to a large quantity of guest emails, calls and text within defined response time goal.
• Perform and orchestrate timely problem resolution including service recovery via customer interaction (e.g. letters, phone calls, email, comment cards, in person, or on Social Media). 
• Associate ensures that feedback from customers is relayed to all departments on a regular basis. 
• Provides customer feedback and suggestions to department leaders as well as to the Customer Service Department on a regular basis (e.g. positive recognition, spotlight on service and/or service opportunities). 
• Use discretionary decision making and independent judgment in determining resolution through comp rooms, meals, or other methods when applicable.
• Works with all departments to assist in ideas for improving property Total Service and customer satisfaction and performing service audits 
• Performs monthly property buzz and work with departments to ensure buzz sessions are fun and meaningful
• Responsible for planning quarterly innovative service campaigns and flawless execution of all campaign established by Total Service 
• Track and communicate various forms of customer feedback to understand overall breakdowns and hidden dissatisfiers and provide reports to department leaders
• Complete all tasks assigned by the Total Service Supervisor or Manager
• Meet attendance guidelines of the job.
• Adhere to regulatory, departmental and company policies and procedures. 
• Is an outstanding example of what customer service looks like; is willing to assist in a department to ensure proper customer service protocol is being followed.
• Act as a role model (upbeat and positive) and present oneself as a credit to Caesars Entertainment, and encourage others to do the same. 

 

QUALIFICATIONS: 

• Must have above proficient Microsoft Excel computer skills and Microsoft office. 
• Ability to develop, update and maintain spreadsheets. 
• Must have proven track record of ability to operate in a very fast paced environment. 
• Must have excellent customer service skills, flexibility with scheduling, and the ability to work long hours, nights, weekends and holidays. 
• Must be able to respond calmly and handle many customer demands in a professional manner.
• Consistently exhibits an upbeat and positive attitude at all times.
• Exhibits strong communication skills; including public speaking