Assistant Manager Customer Service Regional- Full Time (Harrah's Atlantic City/CES)

Caesars Entertainment•Atlantic City, NJ

12d•$60,000 - $63,000

About The Position

JOB SUMMARY: Responsible for the overseeing the day-to-day operations of the Customer Service team which serve Caesars, Harrah’s Resort and Tropicana Atlantic City and Harrah’s Philadelphia. Responsible for hiring, scheduling and performance management the Customer Service team to provide efficient guest service and customer satisfaction. Oversees various aspects of the Customer Service operation, including training, scheduling, and directing work of the entire team. Run, review, and analyze reports for IVY, phones, email, social media, Medallia. Recommend actions to be taken to improve the guest journey, service breakdowns and reduce the financial impact of service recoveries issued. Provides recommendations to management accordingly. Assists in the development of strategies and operation plans that will heighten the guest experience and improve operating effectiveness. Responsible for ensuring Team Members actively investigate and resolve customer inquiries and complaints in a professional and prompt manner. Ensure compliance with company policies, procedures, regulatory requirements and department audit findings. Partner with corporate Caesars Rewards team to ensure understanding and timely communication of all program/technical changes and enhancements at the property level. Work collaboratively with all members of the leadership team in establishing and maintaining all IVY programs and initiatives to inform guests of property amenities and to deliver the right message at the right time. Performs special projects and other tasks when requested. Must be available to work nights and weekends.

Requirements

Must possess a minimum of three to five years of demonstrated management experience as well as three to five years of successful experience in casinos/hotels, customer service or host experience.
Excellent interpersonal, communication, problem solving, leadership and analytical skills required.
Must have a systematic and process-oriented mind-set to ensure seamless end-to-end customer experiences.
Motivator, coach, and trainer.
Strategic problem-solving skills, yet comfortable overseeing day to day activities
Must be a proactive change agent.
Should have track record of success in both taking risks and making prudent business decisions.

Nice To Haves

College degree in hospitality preferred or equivalent experience in customer care required.

Responsibilities

Overseeing the day-to-day operations of the Customer Service team which serve Caesars, Harrah’s Resort and Tropicana Atlantic City and Harrah’s Philadelphia.
Hiring, scheduling and performance management the Customer Service team to provide efficient guest service and customer satisfaction.
Overseeing various aspects of the Customer Service operation, including training, scheduling, and directing work of the entire team.
Run, review, and analyze reports for IVY, phones, email, social media, Medallia.
Recommend actions to be taken to improve the guest journey, service breakdowns and reduce the financial impact of service recoveries issued.
Providing recommendations to management accordingly.
Assisting in the development of strategies and operation plans that will heighten the guest experience and improve operating effectiveness.
Ensuring Team Members actively investigate and resolve customer inquiries and complaints in a professional and prompt manner.
Ensuring compliance with company policies, procedures, regulatory requirements and department audit findings.
Partnering with corporate Caesars Rewards team to ensure understanding and timely communication of all program/technical changes and enhancements at the property level.
Working collaboratively with all members of the leadership team in establishing and maintaining all IVY programs and initiatives to inform guests of property amenities and to deliver the right message at the right time.
Performing special projects and other tasks when requested.
Must be available to work nights and weekends.