Dual Rate Supervisor, Service Connection (Full-Time; Varied)
Harrah's Cherokee Casino Resort · Cherokee
POSITION TITLE: DR Service Connection Center Agent
DEPARTMENT: Marketing – Service Connection Center
GRADEFLSA STATUS: H10/16 – Non-Exempt
BADGE TYPE/COLOR: Blue – Key Employee
REPORTS TO: Supervisor, Service Connection Center
SUPERVISES: Service Connection Center Agent Level 1, 2, and 3
JOB SUMMARY:
This position will ensure the delivery and execution of service excellence to both internal and external customers and assist in the supervision of the Service Connection Center* team as needed. 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.
JOB ESSENTIAL DUTIES AND RESPONSIBILITIES—SCC AGENT:
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
Maintain up-to-date telephone directory for property and corporate offices
Make hotel, entertainment, special event, golf, and restaurant reservations
Issue complimentaries from CMS for external hotel accommodations, show reservations, and other outlets as needed
Daily responsibility for external hotel administration, including preparing and communicating expected arrivals, billing, and other related reports
Receive hotel front desk calls, dispatch special requests, bell service, valet and other amenities and services for hotel guests
Support VIP Services by assisting with reservations, events, and special requests
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
Participating team member by providing input and suggestions, volunteering and being involved in projects, committees, and task forces
Informed about all property and brand events, initiatives, products, and services focused on and/or relating to casino players
Monitor and respond to incoming virtual concierge messaging through IVY
Endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, and Values
As needed:
Reach out to guests based on varying criteria to book a reservation and increase play
Collect and record valuable data for future reference in communication with guests and maintain a shared database
Utilize sales techniques to create a sense of urgency to book guests
JOB ESSENTIAL DUTIES AND RESPONSIBILITIES--SUPERVISOR:
Responsible for securing day of external hotel inventory
Responsible for setting and communicating daily criteria for internal and external hotel inventory
Responsible for, or actively participates in, the initiation of personnel actions including but not limited to interviews, training, candidate selection, terminations, performance reviews, promotions, transfers, and disciplinary actions
Proactive with incidents and issues ensuring resolution with employees and guests
Train subordinates, providing each with the knowledge, development, and appropriate direction to perform his/her responsibilities
Exhibit sound decision-making, with emphasis on motivating team and maintaining high morale
Provide continuous positive coaching for development of employees and appropriate corrective action when necessary
Provide appropriate recognition and rewards to individuals and groups when consistent superior performance is attained as well as providing corrective actions when necessary
Adhere to regulatory, departmental and company policies/policies in an ethical manner
MINIMUM QUALIFICATIONS:
High school diploma or GED required
Two years of call center, hospitality, or customer service experience preferred
One year of supervisor experience preferred
Must demonstrate the following essential knowledge and skills:
Excellent customer service, employee relation, 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, GSW, EMC, IVY, Scheduler and 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
PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:
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
* This department performs its duties and responsibilities on behalf of both Harrah’s Cherokee Casino & Resort and Harrah’s Cherokee Valley River
This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job. Harrah’s Cherokee Casino Resort reserves the right to make changes in the above job description whenever necessary. 6.23.23
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