SCC Agent Level 1 (Part Time; Varied)

Job DescriptionHarrah's Cherokee Casino Resort Position DescriptionPOSITION TITLE: Service Connection Center AgentDEPARTMENT: Marketing - Service Connection CenterGRADEFLSA STATUS: H10 - Non-ExemptBADGE TYPE/COLOR: Blue - Key EmployeeREPORTS TO: Supervisor,Service Connection Center, DR Service Connection Center AgentSUPERVISES: N/AJOB SUMMARY: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.JOB ESSENTIAL DUTIES AND RESPONSIBILITIES--LEVEL 1:Receive all incoming phone calls and direct to the appropriate partiesDispatch internal calls for guests and employeesAssist patrons by providing information about the property, the hotel, promotions, events, and direct mail offersService/reviews customer complaints or inquiries in a positive and professional mannerMake entertainment, special event, golf, and restaurant reservationsAccess CMS for event reservations, and other outlets as neededCoordinate with various team members to ensure guest's needs are accommodated within time parameters and executedReceive 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 guestsAnticipate and provide for VIP guest needs in advance of requestExplain the advantages of Caesars Rewards Card program and encourage use of Caesars Rewards CardProvide personalized service for casino players; know their preferences for servicesIdentify/cultivate new and existing casino players through teleservices effortsResponsible for departmental, company, and brand performance standardsAdhere to call standard metrics, including call scripting, average talk time, aux time, available time and hold timeProactive with incidents and issues ensuring resolution with employees and guestsInformed about all property and brand events, initiatives, products, and services focused on and/or relating to casino playersAdhere to regulatory, departmental and company policies/procedures in an ethical mannerEndorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, and ValuesJOB ESSENTIAL DUTIES AND RESPONSIBILITIES--Level II:Assist phone patrons by providing information about the property, the hotel, promotions, events, direct mail offers and room rates and availabilityAccess CMS for external hotel offers, event reservations, patron account, and other offers as neededDaily responsibility for external hotel administration, including preparing and communicating expected arrivals, billing, and other related reportsJOB ESSENTIAL DUTIES AND RESPONSIBILITIES--Level III:Monitor and respond to incoming virtual concierge messaging through IVYReach out to guests based on varying criteria to book a reservation and increase playCollect and record valuable data for future reference in communication with guests and maintain a shared databaseUtilize sales techniques to create a sense of urgency to book guestsMINIMUM QUALIFICATIONS:High school diploma or GED requiredTwo years of customer service experience preferredMust demonstrate the following essential knowledge and skills:Excellent customer service, employee relations, and individual /teamwork skillsDetail orientated, creative, artistic, motivated, and willing to work long hoursProficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint, and OutlookKnowledge of CMS, LMS, Hot SOS is preferredExcellent phone, negotiation, organization, conflict resolution and time management skillsExcellent oral and written communication skillsAbility to handle multiple priorities in a fast-paced environmentAbility to work independentlyNeat, professional appearance with excellent personal hygienePHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:Must be able to operate in stressful situationsMust be able to attend to multiple tasks simultaneouslyMust be physically mobile with reasonable accommodationsMust be able to respond to visual and aural cuesMust be able to read, write, speak, and understand EnglishMust be able to lift up to 25 pounds and carry 5 poundsMust have the manual dexterity and coordination to operate office equipment, including computers, fax machine and photo copierMust be able to stoop, bend, reach, kneel, twist, and grip itemsMust be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including secondhand smokeMust be able to work a flexible schedule including weekends, evenings, and holidays* This position performs its duties and responsibilities on behalf of both Harrah's Cherokee Casino & Resort and Harrah's Cherokee Valley River