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| Job Category : | Entertainment Industry |
| Company Name: | Caesars Entertainment |
| Position Name: | Teleservices Relations Marketing Supervisor (Caesars Entertainment) |
| Location : | Las Vegas, NV 89109 |
| Job Description : | LVRCC JOB DESCRIPTIONJOB TITLE: Casino Customer Service SupervisorDIVISION: Las Vegas Regional Contact CenterREPORTS TO: Casino Customer Service Operations ManagerDEPARTMENT: Casino Customer ServiceDIRECTLY SUPERVISES: Casino Customer Service RepresentativesResponsibilities/PurposeThe Casino Customer Service (CCS) Supervisor is responsible for the day to day supervision of the CCS representatives and ensuring customer interactions are handled in a helpful, friendly, upbeat and professional manner. The CCS Supervisor will supervise all aspects of CCS representatives performance, development and coaching as they sell rooms, suites, restaurants, shows, spa, golf, limousine and amenities to Casino customers that contact the Las Vegas Regional Contact Center. They will provide direction and guidance to ensure consistent achievement of key performance metrics.Job Functions: Builds and leads a high-performing team of CCS representatives to achieve and exceed profitable sales goals, service delivery and customer expectations in regards to Customer Service Survey Scores, Conversion, Cross Sell Conversion, Service Levels, Abandonment, Adherence, Turnover, QA Monitor Scores and other standards as determined by contact center management.Ensures CCS representatives are answering all incoming customer interactions efficiently, accurately and professionally as they assist internal and external customers with room, suite, restaurant, shows, spa, golf, limousine and/or amenity reservations.Monitors agent behaviors and provide constructive feedback to improve performance and morale in an effort to improve sales and service.Conducts side by side meetings with representatives to appraise performance, then continually monitor, coach, and develop representatives to drive department morale and for optimal performance so that department standards for service and sales are met or exceeded.Monitors adherence to ensure representatives are meeting or exceeding department and company standards.Ensures understanding and compliance of staff in regards to department/company policies/procedures.Measures, documents and communicates agent performance and progress towards goal attainment for assigned team. Accurately and swiftly communicate issues and potential issues to management.Contributes to customer retention and continuously increase customer loyalty levels through advanced problem resolution, handling of escalated customer interactions and mentoring representatives to be well informed, friendly, helpful, upbeat and positive.Rewards and recognizes representatives via implemented incentive programs to elevate agent productivity performance and achieve sales and service goals.Display strong motivational skills towards achieving contact center goals while maintaining low levels of turnover.Generates new ideas/solutions on specific contact center issues, and participates in projects and process improvement initiatives.Interviews and hires staff, and other Human Resources related tasks.Essential Requirements: Education:High school diploma or equivalent requiredExperience:One (1) year supervisor, six (6 )months Casino Services preferred, one (1) year reservations/contact center environment or one year service oriented job experienceAbilities:Must be able to typeMust be 21 years of age or olderMust be able to obtain or have a valid Gaming Sheriff’s Card.Able to work independently as well as with a team and take initiative, with minimal supervisionHighly motivated, proactive individual and independent thinker.Team building; must be able to develop, motivate and inspire the team to achieve desired results.Strong knowledge of customer care processes and techniques are vital. Must have the ability to handle and resolve customer complaints and ensure customer satisfaction and maintain good customer relationshipsProblem solving; exercises good judgment when analyzing and solving problems, pays attention to detailsCan handle multiple tasks in a high volume, high stress, fast paced environmentExcellent listening and interpersonal skillsDemonstrates a friendly, upbeat and positive dispositionMust present a well-groomed professional appearance.Excellent written and verbal communication skills are required.Ability to read, write, speak and understand EnglishAble to maintain a flexible working schedule, based on business demands, as well as being dependable and punctualDesired Skills:Intermediate level of knowledge of Microsoft Office programs (Excel, PowerPoint and Word)Thorough knowledge of the processes and guidelines for General Reservations, Total Rewards, WINet and LMSDisclaimer:This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other and/or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, or technical developments).ABOUT USAt Caesars Entertainment, Inc., our Team Members create the extraordinary. We are the largest casino-entertainment company in the U.S. and one of the world’s most diversified casino-entertainment providers. Since beginning in Reno, Nevada, in 1937, Caesars Entertainment has grown through the development of new resorts, expansions and acquisitions. Our resorts operate primarily under the Caesars®, Harrah’s®, Horseshoe® and Eldorado® brand names. We focus on building loyalty and value with our guests through a combination of impeccable service, operational excellence and technological leadership. The company is committed to its Team Members, suppliers, communities and the environment through its PEOPLE PLANET PLAY framework.Our Caesars family is driven by our Mission, Vision and Values. We take great pride in living these values – Together We Win, All In On Service and Blaze the Trail – every day. Our mission, “Create the Extraordinary”. Our vision, “Create spectacular worlds. That immerse, inspire and connect you. We don’t perform magic; we create it with excellence. #WeAreCaesars”. If you are ready to create some magic, we invite you to explore our dynamic, yet unique, career opportunities.Job Type: Full-timePay: $38,190.00 – $59,085.00 per yearSchedule:8 hour shiftEducation:High school or equivalent (Preferred)Work Location: One location |
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