SCC Agent Level 1 (Full-Time; Varied)

Harrah's Cherokee Casino Resort•Cherokee, NC

20h

About The Position

The Service Connection Center Agent ensures service excellence for internal and external customers by providing courteous, informative, thorough, and friendly customer contact. The role supports a customer-focused employee culture and performs duties on behalf of both Harrah’s Cherokee Casino & Resort and Harrah’s Cherokee Valley River. Responsibilities vary by level: Level 1 handles inbound calls, guest inquiries, reservations, hotel requests, VIP and casino-player service, and teleservices; Level II supports external hotel offers and administration; Level III manages virtual concierge messages and reservation outreach.

Requirements

High school diploma or GED required.
Two years of customer service experience preferred.
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 and work independently.
Neat, professional appearance and excellent personal hygiene.
Ability to operate in stressful situations and attend to multiple tasks simultaneously.
Ability to respond to visual and aural cues and 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 work a flexible schedule, including weekends, evenings, and holidays.

Nice To Haves

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

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, and assist with customer complaints and inquiries professionally.
Make entertainment, special-event, golf, and restaurant reservations; use CMS for event reservations and other outlet needs.
Coordinate with team members to accommodate guest needs within required timeframes.
Respond to guest inquiries through IVY virtual messaging software and receive hotel front desk calls; dispatch special requests, bell service, valet, and other hotel amenities and services.
Anticipate and provide for VIP guest needs before they are requested.
Explain the Caesars Rewards Card program and encourage its use; provide personalized service to casino players and learn their service preferences.
Identify and cultivate new and existing casino players through teleservices efforts.
Meet departmental, company, and brand performance standards, including call scripting, average talk time, auxiliary time, available time, and hold-time metrics.
Proactively address incidents and issues and ensure resolution with employees and guests.
Stay informed about property and brand events, initiatives, products, and services relating to casino players.
Follow regulatory, departmental, and company policies and procedures ethically, and uphold Caesars Entertainment’s business objectives, ethics, values, Code of Commitment, Mission, Vision, and Values.
At Level II, provide information about room rates and availability and access CMS for external hotel offers, event reservations, patron accounts, and other offers.
At Level II, administer external hotel operations, including preparing and communicating expected arrivals, billing, and related reports.
At Level III, monitor and respond to IVY virtual concierge messages and contact guests based on criteria to book reservations and increase play.
At Level III, collect and record guest data for future reference and maintain a shared database.
At Level III, use sales techniques to create urgency and encourage guests to book.