SCC Agent Level 1 (Part-time; Varied)

Harrah's Cherokee Casino Resort•Cherokee, NC

About The Position

The Service Connection Center Agent ensures the delivery of service excellence to internal and external customers by providing courteous, informative, thorough, and friendly assistance. The role supports guests and employees of Harrah’s Cherokee Casino Resort and Harrah’s Cherokee Valley River, with responsibilities varying by agent level. Level 1 duties include handling and routing calls, responding to guest inquiries, coordinating reservations and services, addressing complaints, and supporting casino players and VIP guests. Level II duties include hotel offer and account support and external hotel administration. Level III duties include virtual concierge messaging, guest outreach to book reservations and increase play, maintaining guest data, and using sales techniques. Agents are expected to meet departmental, company, and brand performance standards; follow call metrics and applicable policies; and support Caesars Entertainment’s business objectives, ethics, and values. The work may involve stressful, fast-paced situations, multiple simultaneous tasks, and a flexible schedule including weekends, evenings, and holidays.

Requirements

High school diploma or GED required.
Excellent customer service, employee relations, and individual and teamwork skills.
Detail-oriented, creative, artistic, motivated, and willing to work long hours.
Proficiency with Windows-based office software, including Microsoft Office, Word, Excel, PowerPoint, and Outlook.
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 and excellent personal hygiene.
Ability to operate in stressful situations and attend to multiple tasks simultaneously.
Physical mobility with reasonable accommodations and ability to respond to visual and aural cues.
Ability to read, write, speak, and understand English.
Ability to lift up to 25 pounds and carry 5 pounds.
Manual dexterity and coordination to operate office equipment, including computers, fax machines, and photocopiers.
Ability to stoop, bend, reach, kneel, twist, and grip items.
Ability to tolerate varying noise and temperature levels, illumination, vibration, crowds, and air quality, including secondhand smoke.
Ability to work a flexible schedule including weekends, evenings, and holidays.

Nice To Haves

Two years of customer service experience preferred.
Knowledge of CMS, LMS, and Hot SOS preferred.

Responsibilities

Receive incoming phone calls and direct them to appropriate parties.
Dispatch internal calls for guests and employees.
Provide information about the property, hotel, promotions, events, and direct mail offers.
Handle customer complaints and inquiries positively and professionally.
Make entertainment, special event, golf, and restaurant reservations.
Access CMS for event reservations and other outlet needs.
Coordinate with team members to accommodate and execute guest needs within required time parameters.
Receive and respond to guest inquiries through IVY virtual messaging software.
Receive hotel front desk calls and dispatch special requests, bell service, valet, and other hotel amenities and services.
Anticipate and provide for VIP guest needs.
Explain the advantages of the Caesars Rewards Card program and encourage its use.
Provide personalized service to casino players based on their service preferences.
Identify and cultivate new and existing casino players through teleservices efforts.
Meet departmental, company, and brand performance standards and call metrics, including scripting, average talk time, auxiliary time, available time, and hold time.
Proactively address incidents and issues and ensure resolution with employees and guests.
Stay informed about property and brand events, initiatives, products, and services related to casino players.
Follow regulatory, departmental, and company policies and procedures ethically.
Support Caesars Entertainment’s business objectives, ethics, and values in accordance with its Code of Commitment and Mission, Vision, and Values.
For Level II, provide information about property and hotel offers, promotions, events, direct mail offers, room rates, and availability.
For Level II, access CMS for external hotel offers, event reservations, patron accounts, and other offers.
For Level II, prepare and communicate expected arrivals, billing, and other related reports as part of external hotel administration.
For Level III, monitor and respond to incoming IVY virtual concierge messages.
For Level III, contact guests based on varying criteria to book reservations and increase play.
For Level III, collect and record guest data for future reference and maintain a shared database.
For Level III, use sales techniques to create urgency and encourage guests to book.