Customer Service Coordinator

Job Description

Essential Functions:

Consistently demonstrates superior customer service skills by displaying outlined service behaviors. Maintains an upbeat and positive attitude, creates positive energy with gestures and sustains enthusiasm from one interaction to the next. Creates an atmosphere of luck and celebrates guest's wins. Is ready to serve and is informed of daily information; builds relationships by greeting guests with a warm, friendly verbal greeting. Anticipates needs and provides fast, flawless service. Checks for satisfaction and effectively resolves service breakdowns when they exist. Promotes Caesars Rewards programs and card membership. Provides a warm farewell and thanks guests for visiting.

Performs the following for the Atlantic City region: The Customer Service Coordinators are responsible for answering all external and internal calls for the Caesars Entertainment, Atlantic City hotels. Customer Service Coordinator must be well-informed, courteous team members who provide our internal and external guests with excellent customer service and support. Fielding calls and assisting customers with Front Desk, Housekeeping, Maintenance, Bell Desk requests and related transaction needs (i.e., guest disputes/cashiering, service failure concerns, service requests/orders, general information, etc). Responsible for the timely and accurate data entry and tracking of all guest inquiries and correspondence, ensuring data integrity. Sorts & distributes correspondence based on type of letter, delegating correspondence to department members for guest contact. Insures timely and accurate guest responses from assigned department members. Responsible for drafting form letters in response to standardized guest requests or complaints. Prepares correspondence, responses and coversheets for weekly distribution to the property. Continually monitors the effectiveness of database entries. Provides on-line responses in the area of customer service through various networks such as Trip Advisor, Yelp, Facebook, Twitter etc. Responds in a professional and consistent manner based on departmental guidelines. Supports local initiatives to grow the customer email database. Maintains familiarity with all Marketing, Food & Beverage, Hotel and Casino programs, and responds to related guest inquiries. Acts as a service leader and role model championing property service programs. Maintains Customer Service files. Provides administrative support for special requests as needed. Other duties as assigned.

Education/Skills/Experience:

High School diploma or equivalent. Casino experience or other related customer service experience preferred. Strong administrative and organizational skills required. Familiar with social media networks. Must possess excellent written & verbal communication skills. Must be able to maintain a pleasant and professional demeanor at all times. Proficient in Microsoft Office applications including: Word, Access and Excel. Must type a minimum of 60 words per minute. Fluent in English. Ability to read and write English.

Disclaimer:

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, effort 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 or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technical developments).

Compensation & Benefits:

$18.00 per hour

Paid Time Off, 401(k), Medical, Dental, Vision, Life & Disability Insurance Benefits for union positions are subject to Collective Bargaining Agreement