Assistant Manager Customer Service Regional Harrah's Atlantic​/CES

JOB SUMMARY

• Responsible for the overseeing the day-to-day operations of the Customer Service team which serve Caesars, Harrah's Resort and Tropicana Atlantic City and Harrah's Philadelphia.

• Supervisor Customer Service Regional
• Coordinator Customer Service II Regional
• Coordinator Customer Service Regional

• Responsible for hiring, scheduling and performance management the Customer Service team to provide efficient guest service and customer satisfaction. Oversees various aspects of the Customer Service operation, including training, scheduling, and directing work of the entire team.
• Run, review, and analyze reports for IVY, phones, email, social media, Medallia. Recommend actions to be taken to improve the guest journey, service breakdowns and reduce the financial impact of service recoveries issued. Provides recommendations to management accordingly.
• Assists in the development of strategies and operation plans that will heighten the guest experience and improve operating effectiveness.
• Responsible for ensuring Team Members actively investigate and resolve customer inquiries and complaints in a professional and prompt manner.
• Ensure compliance with company policies, procedures, regulatory requirements and department audit findings.
• Partner with corporate Caesars Rewards team to ensure understanding and timely communication of all program/technical changes and enhancements at the property level.
• Work collaboratively with all members of leadership team in establishing and maintaining all IVY programs and initiatives to inform guests of property amenities and to deliver the right message at the right time.
• Performs special projects and other tasks when requested.
• Must be available to work nights and weekends.

• Must possess a minimum of three to five years of demonstrated management experience as well as three to five years of successful experience in casinos/hotels, customer service or host experience.
• College degree in hospitality preferred or equivalent experience in customer care required.

• Excellent interpersonal, communication, problem solving, leadership and analytical skills required.
• Must have a systematic and process-oriented mind-set to ensure seamless end-to-end customer experiences.
• Motivator, coach, and trainer.
• Strategic problem-solving skills, yet comfortable overseeing day to day activities
• Must be a proactive change agent.
• Should have track record of success in both taking risks and making prudent business decisions.

Diverse, fast-paced, deadline driven, multi-project coordination, prioritizing and flexing to accommodate last minute requests and changes.

Disclaimer
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 current 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).Starting

salary $60K-$63K

At 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. #We Are Caesars ".

If you are ready to create some magic, we invite you to explore our dynamic, yet unique, career opportunities.