Customer Service Supervisor (Caesars New Orleans)
Customer Service Supervisor (Caesars New Orleans)
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Job Description
JOIN A TEAM THAT GOES ALLIN 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 FamilyStyle 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
ABOUT THE ROLE: The Customer Service supervises the propertys customer service requires a lot of communication internally and with our operating for working the casino floor on nights and weekends to acquire the data to determine the customer service opportunities. Responsible for compilation and manipulating of data required for Analysis of customer service programs. Must be able to analyze customer data work thru issues to determine the root cause and suggest areas of improvement. Supervises Administrative functions of Total Service department.
ESSENTIAL JOB FUNCTIONS:
Willingness to Serve: Able to demonstrate a high level of service delivery; do what is necessary to ensure customer satisfaction; deal with service failures and prioritize customer needs
Energizing Others: Able to exhibit a cando approach and inspire employees to excel; use competition to encourage others; develop performance standards and confront negative attitudes; develop a team spirit.
Leadership: Able to assume a role of authority as necessary; advocate new ideas even when risk is involved; set an example for coworkers; delegate responsibility and empower associates to make decisions; provide constructive feedback to others.
Decision Making & Problem Solving: Able to take action in solving problems while exhibiting judgment and a realistic understanding of issues; able to use reason even when dealing with emotional topics; review facts and weigh options.
Quality: Able to maintain high standards despite pressing deadlines; establish high standards and measures; do work right the first time and inspect material for flaws; test new methods thoroughly; reinforce excellence as a fundamental priority. In addition:
- Responsible for tracking trends analyze service scores for the property
- Respond to and consistently meet the needs of internal clients.
- Support and cultivate new ideas and methods to deliver business solutions.
- Train new users on the systems. Identify ways to increase efficiencies or improve product or service.
- Must be able to communicate and interact positively with customers through written correspondence by telephone and in person.
- Responsible for documenting and solving Tierlevel customer inquires in a professional and timely manner.
- Provide outstanding service to targeted guests who may encounter a problem question or who may require assistance.
- Perform problem resolution including service recovery via customer interaction (e.g. social media such as Facebook and Twitter letters phone calls email comment cards or in person).
- Use discretionary decision making and independent judgment in determining resolution through comp rooms meals or other methods when applicable.
- Track and communicate various forms of customer feedback to understand overall breakdowns and hidden dissatisfiers.
- Field questions and provide updates.
- Provide individual training as needed.
- Troubleshoot errors and determine appropriate issues to escalate to corporate.
- Maintain and respond to emails sent to a central support box in a timely manner.
- Prepares and types correspondence forms reports verbatims charts and graphs.
- Ensures competency of work from the standpoint of grammar composition and format.
- Sets up and maintains all files and records as required.
- Places accepts screens and refers telephone calls concerning guests complaints.
- Receives opens and distributes incoming mail and documents.
- Collects and enters service recovery forms into the service recovery database.
- Collects and scans internal & external secret shopper data and analyzes for root causes or repeat employees.
- Responsible for ensuring payroll and personnel records are updated and accurate.
- Oversees the scheduling and coordinating of training for all department employees ensuring compliance with brand standards.
QUALIFICATIONS:
- Bachelors degree preferred
- Previous experience in a hotel and/or casino preferred
- Must have above proficient Microsoft Excel computer skills and Microsoft office.
- Must be able to obtain a Louisiana gaming license and must be able to successfully complete any/all other assessments related to performing this job.
- 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 and weekends.
- Must be able to respond calmly and handle many customer demands in a fast paced environment.
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.
- Must be able to read write and understand English.
GAMING PERMIT:NON KEY
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.
Required Experience:
Manager
Employment Type
Full-Time
