SCC Agent Level 1 (Full Time; Varied)

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    "ExternalDescriptionStr": "<p><i><strong>Harrah’s Cherokee Casino Resort Position Description</strong></i></p><p>&nbsp;</p><p><span style=\"font-size:10.0pt;\"><strong>POSITION&nbsp;TITLE:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </strong>Service Connection Center Agent&nbsp;</span></p><p><span style=\"font-size:10.0pt;\"><strong>DEPARTMENT:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</strong>Marketing – Service Connection Center</span></p><p><span style=\"font-size:10.0pt;\"><strong>GRADEFLSA&nbsp;STATUS:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; &nbsp;</strong>H10 – Non-Exempt&nbsp;</span></p><p><span style=\"font-size:10.0pt;\"><strong>BADGE&nbsp;TYPE/COLOR:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; &nbsp;</strong>Blue – Key Employee</span></p><p><strong>REPORTS&nbsp;TO:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</strong>Supervisor,<strong>&nbsp;</strong>Service Connection Center, DR Service Connection Center Agent</p><h2><span style=\"font-size:14px;\">SUPERVISES:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;N/A</span></h2><p>&nbsp;</p><p><span style=\"font-size:10.0pt;\"><strong>JOB SUMMARY:</strong></span></p><p>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.</p><p>&nbsp;</p><h2>JOB ESSENTIAL DUTIES AND RESPONSIBILITIES--LEVEL 1:</h2><ul><li><span style=\"font-size:10.0pt;\">Receive all incoming phone calls and direct to the appropriate&nbsp;parties</span></li><li><span style=\"font-size:10.0pt;\">Dispatch internal calls for guests and employees</span></li><li><span style=\"font-size:10.0pt;\">Assist patrons by providing information about the property, the hotel, promotions, events, and direct mail offers&nbsp;</span></li><li><span style=\"font-size:10.0pt;\">Service/reviews customer complaints or inquiries in a positive and professional&nbsp;manner</span></li><li><span style=\"font-size:10.0pt;\">Make entertainment, special event, golf, and restaurant reservations</span></li><li><span style=\"font-size:10.0pt;\">Access CMS for event reservations, and other outlets as&nbsp;needed</span></li><li><span style=\"font-size:10.0pt;\">Coordinate with various team members to ensure guest’s needs are accommodated within time parameters and executed</span></li><li><span style=\"font-size:10.0pt;\">Receive and respond to guest inquiries through virtual messaging software (IVY)&nbsp;</span></li><li><span style=\"font-size:10.0pt;\">Receive hotel front desk calls, dispatch special requests, bell service, valet and other amenities and services for hotel&nbsp;guests</span></li><li><span style=\"font-size:10.0pt;\">Anticipate and provide for VIP guest needs in advance of&nbsp;request</span></li><li><span style=\"font-size:10.0pt;\">Explain the advantages of Caesars Rewards Card program and encourage use of Caesars Rewards&nbsp;Card</span></li><li><span style=\"font-size:10.0pt;\">Provide personalized service for casino players; know their preferences for&nbsp;services</span></li><li><span style=\"font-size:10.0pt;\">Identify/cultivate new and existing casino players through teleservices efforts</span></li><li><span style=\"font-size:10.0pt;\">Responsible for departmental, company, and brand performance&nbsp;standards</span></li><li><span style=\"font-size:10.0pt;\">Adhere to call standard metrics, including call scripting, average talk time, aux time, available time and hold&nbsp;time</span></li><li><span style=\"font-size:10.0pt;\">Proactive with incidents and issues ensuring resolution with employees and&nbsp;guests</span></li><li><span style=\"font-size:10.0pt;\">Informed about all property and brand events, initiatives, products, and services focused on and/or relating to casino&nbsp;players</span></li><li><span style=\"font-size:10.0pt;\">Adhere to regulatory, departmental and company policies/procedures in an ethical&nbsp;manner</span></li><li><span style=\"font-size:10.0pt;\">Endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code&nbsp;of Commitment and Mission, Vision, and&nbsp;Values</span></li></ul><p>&nbsp;</p><p><span style=\"font-size:10.0pt;\"><strong>JOB ESSENTIAL DUTIES AND RESPONSIBILITIES--Level II:</strong></span></p><ul><li><span style=\"font-size:10.0pt;\">Assist phone patrons by providing information about the property, the hotel, promotions, events, direct mail offers and room rates and&nbsp;availability</span></li><li><span style=\"font-size:10.0pt;\">Access CMS for external hotel offers, event reservations, patron account, and other offers as&nbsp;needed</span></li><li><span style=\"font-size:10.0pt;\">Daily responsibility for external hotel administration, including preparing and communicating expected arrivals, billing, and&nbsp;other related&nbsp;reports</span></li></ul><p>&nbsp;</p><p><span style=\"font-size:10.0pt;\"><strong>JOB ESSENTIAL DUTIES AND RESPONSIBILITIES--Level III:</strong></span></p><ul><li><span style=\"font-size:10.0pt;\">Monitor and respond to incoming virtual concierge messaging through IVY</span></li><li><span style=\"font-size:10.0pt;\">Reach out to guests based on varying criteria to book a reservation and increase play</span></li><li><span style=\"font-size:10.0pt;\">Collect and record valuable data for future reference in communication with guests and maintain a shared database</span></li><li><span style=\"font-size:10.0pt;\">Utilize sales techniques to create a sense of urgency to book guests</span></li></ul><p>&nbsp;</p><h2>MINIMUM QUALIFICATIONS:</h2><ul><li><span style=\"font-size:10.0pt;\">High school diploma or GED required</span></li><li><span style=\"font-size:10.0pt;\">Two years of customer service experience&nbsp;preferred</span></li><li>Must demonstrate the following essential knowledge and&nbsp;skills:<ul><li><span style=\"font-size:10.0pt;\">Excellent customer service, employee relations, and individual /teamwork skills</span></li><li><span style=\"font-size:10.0pt;\">Detail orientated, creative, artistic, motivated, and willing to work long&nbsp;hours</span></li><li><span style=\"font-size:10.0pt;\">Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word,&nbsp;Excel, PowerPoint, and&nbsp;Outlook</span></li><li><span style=\"font-size:10.0pt;\">Knowledge of CMS, LMS, Hot SOS is&nbsp;preferred</span></li><li><span style=\"font-size:10.0pt;\">Excellent phone, negotiation, organization, conflict resolution and time management&nbsp;skills</span></li><li><span style=\"font-size:10.0pt;\">Excellent oral and written communication&nbsp;skills</span></li><li><span style=\"font-size:10.0pt;\">Ability to handle multiple priorities in a fast-paced&nbsp;environment</span></li><li><span style=\"font-size:10.0pt;\">Ability to work independently</span></li><li><span style=\"font-size:10.0pt;\">Neat, professional appearance with excellent personal&nbsp;hygiene</span></li></ul></li></ul><p>&nbsp;</p><h2>PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:</h2><ul><li><span style=\"font-size:10.0pt;\">Must be able to operate in stressful&nbsp;situations</span></li><li><span style=\"font-size:10.0pt;\">Must be able to attend to multiple tasks&nbsp;simultaneously</span></li><li><span style=\"font-size:10.0pt;\">Must be physically mobile with reasonable&nbsp;accommodations</span></li><li><span style=\"font-size:10.0pt;\">Must be able to respond to visual and aural&nbsp;cues</span></li><li><span style=\"font-size:10.0pt;\">Must be able to read, write, speak, and understand English</span></li><li><span style=\"font-size:10.0pt;\">Must be able to lift up to 25 pounds and carry 5 pounds</span></li><li><span style=\"font-size:10.0pt;\">Must have the manual dexterity and coordination to operate office equipment, including computers, fax machine and photo copier</span></li><li><span style=\"font-size:10.0pt;\">Must be able to stoop, bend, reach, kneel, twist, and grip&nbsp;items</span></li><li><span style=\"font-size:10.0pt;\">Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air&nbsp;quality including secondhand&nbsp;smoke</span></li><li><span style=\"font-size:10.0pt;\">Must be able to work a flexible schedule including weekends, evenings, and holidays</span></li></ul><p>&nbsp;</p><p><span style=\"font-size:8.0pt;\">* This position performs its duties and responsibilities on behalf of both Harrah’s Cherokee Casino &amp; Resort and Harrah’s Cherokee Valley River</span></p><p>&nbsp;</p><p><span style=\"font-size:8.0pt;\">This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job. Harrah’s Cherokee Casino Resort reserves the right to make changes in the above job description whenever necessary &nbsp;&nbsp; &nbsp;6.23.23</span></p>",
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