SCC Agent Level 1

Harrah's Cherokee Casino Resort•Cherokee, NC

About The Position

This position will ensure the delivery and execution of service excellence to both internal and external customers. It will ensure all customer contact is courteous, informative, thorough, and friendly. It will also foster an employee culture that is passionate about delivering truly world-class customer service.

Requirements

High school diploma or GED required
Two years of customer service experience preferred
Must demonstrate the following essential knowledge and skills:
Excellent customer service, employee relations, and individual /teamwork skills
Detail orientated, creative, artistic, motivated, and willing to work long hours
Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook
Knowledge of CMS, LMS, Hot SOS is preferred
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 with excellent personal hygiene
Must be able to operate in stressful situations
Must be able to attend to multiple tasks simultaneously
Must be physically mobile with reasonable accommodations
Must be able to respond to visual and aural cues
Must be able to read, write, speak, and understand English
Must be able to lift up to 25 pounds and carry 5 pounds
Must have the manual dexterity and coordination to operate office equipment, including computers, fax machine and photo copier
Must be able to stoop, bend, reach, kneel, twist, and grip items
Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including secondhand smoke
Must be able to work a flexible schedule including weekends, evenings, and holidays

Responsibilities

Receive all incoming phone calls and direct to the appropriate parties
Dispatch internal calls for guests and employees
Assist patrons by providing information about the property, the hotel, promotions, events, and direct mail offers
Service/reviews customer complaints or inquiries in a positive and professional manner
Make entertainment, special event, golf, and restaurant reservations
Access CMS for event reservations, and other outlets as needed
Coordinate with various team members to ensure guest’s needs are accommodated within time parameters and executed
Receive and respond to guest inquiries through virtual messaging software (IVY)
Receive hotel front desk calls, dispatch special requests, bell service, valet and other amenities and services for hotel guests
Anticipate and provide for VIP guest needs in advance of request
Explain the advantages of Caesars Rewards Card program and encourage use of Caesars Rewards Card
Provide personalized service for casino players; know their preferences for services
Identify/cultivate new and existing casino players through teleservices efforts
Responsible for departmental, company, and brand performance standards
Adhere to call standard metrics, including call scripting, average talk time, aux time, available time and hold time
Proactive with incidents and issues ensuring resolution with employees and guests
Informed about all property and brand events, initiatives, products, and services focused on and/or relating to casino players
Adhere to regulatory, departmental and company policies/procedures in an ethical manner
Endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, and Values