Caesars Rewards Representative (Harrah's Joliet)

The Total Rewards Representative is responsible for delivering exceptional guest service while promoting and supporting the Caesars Rewards loyalty program. This role serves as a brand ambassador by engaging with guests, creating and maintaining player accounts, explaining program benefits, and assisting with promotions, events, and rewards. The ideal candidate is energetic, detail-oriented, and thrives in a fast-paced environment, with strong interpersonal, computer, and multitasking skills. Success in this role requires a passion for customer service, the ability to build positive guest relationships, and a commitment to ensuring every interaction enhances the overall guest experience.

Responsibilities

• Provides “A” level customer service while enthusiastically promoting the Caesars Rewards program.
• Greets and welcomes customers with a smile as a company representative.
• Serves as Caesars Rewards and customer service role model for other employees.
• Understands, values, and supports the Caesars Rewards program and special events, promotions, and player programs.
• Resolves customer issues according to the Service Recovery model using Service Recovery tools.
• Constantly seeks ways to improve friendly, helpful service and reduce customer wait time to positively impact department’s customer service ratings.
• Effectively and enthusiastically communicates the benefits of the customer loyalty program and provides players with a compelling reason to play at Harrah’s every time.
• Cross sells property events (shows, promotions, etc.) and amenities (hotel, restaurants, etc.)
• Ensures each customer interaction results in increased customer confidence in Caesars Rewards.
• Is knowledgeable about competitors’ programs and can make favorable comparisons.
• Promotes and executes customer promotions flawlessly.
• Creates and maintains customer accounts using Harrah’s computer systems.
• Issues comps in accordance with department comp guidelines.
• Ensures data is accurate and maintains integrity of data.
• Collaborates with work-group and all support departments to ensure player satisfaction.
• Acts as a role model to other employees and always presents oneself as a credit to Harrah’s and encourages others to do the same.
• Adheres to all regulatory, company and department policies and procedures.
• Completes all other duties as assigned.

Qualifications

• High school diploma or equivalent. Some college preferred.
• Must be flexible with schedule to include nights, holidays and weekends.
• Must be able to work in high and low stress areas.
• Previous customer service experience required.
• Knowledge of computer programs such as WORD and EXCEL.
• Must be able to handle multiple tasks.

JOB DEMANDS:

• Must be able to maneuver to all assigned areas of the casino.
• Must be able to work in a fast-paced environment involving constant internal customer contact.
• Must be able to lift up to 20 lbs. and carry objects weighing up to 10 lbs.
• Must be able to work in areas containing secondary smoke, high noise levels, bright lights and dust.
• Position requires 80% standing, 10% sitting, 10% walking.
• Requires some climbing.
• Must be able to respond to speech, visual and aural cues.

Compensation & Benefits:

• $17/hr
• Employment Type – Full Time
• Shift Details:
• Swing Shift: Thu & Sun: Off, Mon/Tue/Wed : 3:30pm - 12:00am, Fri/Sat : 1pm-9:30pm