Customer Service Lead (Caesars New Orleans)

Join A Team That Goes All-In On You

Caesars New Orleans Casino & Hotel is a destination property in the heart of the city, we are continually striving to attract the best talent to deliver extraordinary experiences for our guests. Are you ready to join a team that embraces a family culture, blazes the trail, and commits to delivering Family-Style Service at every turn? We want you to become an integral part of our vision to create spectacular worlds that immerse, inspire, and connect you. Become a part of our winning team and bring your fun spirit along with you!

Benefits: Caesars New Orleans is proud to offer our team members a professional, fun, and welcoming atmosphere. Our team members also enjoy exclusive benefits, such as:

• Free Downtown Team Member Parking
• Discounted Monthly Bus Passes
• Free Team Member Assistance Program
• Team Member Discounted Hotel Room Rates
• Fun and Free Team Member Events
• Discount Program within Caesars Partner Network
• Tuition & Student Loan Debt Repayment Assistance
• 401k Matching

Job Summary

The Customer Service Team is a fast paced working environment. Associate will lead and assists in maintaining the overall customer satisfaction for the property; maintains rapport with current customers, department team members, and department leaders.

Essential Job Functions

• The role requires a lot of communication internally with our operating leaders, employees and externally with guests.
• Assists in the facilitation of events and particularly in managing the overall customer experience.
• Responsible for documenting and solving Tier-level customer inquiries in a professional and timely manner.
• Provide outstanding service to targeted guests who may encounter a problem, question or who may require assistance.
• Responsible for responding to a large quantity of guest emails, calls and text within defined response time goal.
• Perform and orchestrate timely problem resolution including service recovery via customer interaction (e.g. letters, phone calls, email, comment cards, in person, or on Social Media).
• Associate ensures that feedback from customers is relayed to all departments on a regular basis.
• Provides customer feedback and suggestions to department leaders as well as to the Customer Service Department on a regular basis (e.g. positive recognition, spotlight on service and/or service opportunities).
• Use discretionary decision making and independent judgment in determining resolution through comp rooms, meals, or other methods when applicable.
• Works with all departments to assist in ideas for improving property Total Service and customer satisfaction and performing service audits
• Performs monthly property buzz and work with departments to ensure buzz sessions are fun and meaningful
• Responsible for planning quarterly innovative service campaigns and flawless execution of all campaign established by Total Service
• Track and communicate various forms of customer feedback to understand overall breakdowns and hidden dissatisfiers and provide reports to department leaders
• Complete all tasks assigned by the Total Service Supervisor or Manager
• Meet attendance guidelines of the job.
• Adhere to regulatory, departmental and company policies and procedures.
• Is an outstanding example of what customer service looks like; is willing to assist in a department to ensure proper customer service protocol is being followed.
• Act as a role model (upbeat and positive) and present oneself as a credit to Caesars Entertainment, and encourage others to do the same.

Qualifications

• Must have above proficient Microsoft Excel computer skills and Microsoft office.
• Ability to develop, update and maintain spreadsheets.
• Must have proven track record of ability to operate in a very fast paced environment.
• Must have excellent customer service skills, flexibility with scheduling, and the ability to work long hours, nights, weekends and holidays.
• Must be able to respond calmly and handle many customer demands in a professional manner.
• Consistently exhibits an upbeat and positive attitude at all times.
• Exhibits strong communication skills; including public speaking

Physical, Mental and Environmental Demands

• Must be able to maneuver to all area of the casino, including in and around pit areas.
• Must be able to bend, stoop, reach, kneel, twist and grip items when necessary.
• Must be able to stand/ walk for extended periods of time.
• Must be able to lift up to 25 pounds.
• Must be able to use a computer: Microsoft Word, Excel, and Power Point.
• Must be able to read, write, and understand English.

Gaming Permit: YES

The above is a minimal description of duties and responsibilities. Other work requirements may be necessary and assigned as the business needs evolve or change. Caesars New Orleans reserves the right to make changes to this job description whenever necessary.

Caesars New Orleans is proud to be an Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a qualified individual with a disability or protected veteran.

Note: By providing a mobile number, you agree to receive calls/texts to your number about your application, and other opportunities that may be of interest to you. You understand that, where applicable, messages may be sent using an automatic telephone dialing system and your consent to receive messages does not require you to make a purchase.