SCC Agent Level 1 (Part Time; Varied)
On-siteCherokee, North Carolina, United States
Job Summary
Conduct incoming phone calls for guests and employees, dispatching requests to bell service, valet, and other amenities. Assist patrons with property information, promotions, events, and reservations for entertainment, golf, and dining. Respond to guest inquiries via virtual messaging software (IVY) and address complaints professionally. Anticipate VIP needs and cultivate new casino players through teleservices efforts while explaining Caesars Rewards Card benefits. Adhere to call standard metrics and departmental performance standards in a fast-paced environment. Work flexible shifts including weekends, evenings, and holidays.
Required Qualifications
- High school diploma or GED
- Ability to operate in stressful situations
- Ability to attend to multiple tasks simultaneously
- Must be physically mobile with reasonable accommodations
- Must be able to respond to visual and aural cues
- Must be able to read, write, speak, and understand English
- Must be able to lift up to 25 pounds and carry 5 pounds
- Must have the manual dexterity and coordination to operate office equipment, including computers, fax machine and photo copier
- Must be able to stoop, bend, reach, kneel, twist, and grip items
- Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including secondhand smoke
- Must be able to work a flexible schedule including weekends, evenings, and holidays
- Excellent customer service, employee relations, and individual /teamwork skills
- Detail orientated, creative, artistic, motivated, and willing to work long hours
- Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook
- Excellent phone, negotiation, organization, conflict resolution and time management skills
- Excellent oral and written communication skills
- Ability to handle multiple priorities in a fast-paced environment
- Ability to work independently
- Neat, professional appearance with excellent personal hygiene
Desired Qualifications
- Two years of customer service experience
- Knowledge of CMS, LMS, Hot SOS
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