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**Citywide - Call Center Agent (CES)

Company: Caesars Entertainment
Location: Las Vegas
Posted on: August 21, 2019

Job Description:

**Citywide - Call Center Agent (CES) Call Center applicants could be considered for any of the positions/job descriptions listed below: The Casino Customer Service (CCS) Representatives are well-informed, courteous team members who provide our customers and Casino Marketing Teams excellent customer service and assistance. The CCS Representative assists customers including but not limited to Gold, Platinum, Diamond and Seven Stars members with reservations needs on all levels of Direct Marketing offers, Special Events, Complimentary, Best Rate, and Friends and Family reservations; including verifying offers, booking, modifying, canceling and cross-selling. The CCS Representative assists customers with room, suite, golf, show, limo, spa and restaurant reservations. Maintains high level of sales and service skills so as to meet department standards on Quality Assurance Monitors, Customer Survey/Feedback, Conversion, Cross-sell and other standards as determined by management. Performs various daily tasks such as but not limited to booking, changing, or canceling a reservation, cross-selling and other standards as determined by management. Box Office Agents are well-informed, courteous team members. It is the responsibility of the agents to project a warm, gracious and helpful image to all internal and external guests and fellow team members while assisting them with all of their entertainment reservation needs. The primary responsibilities of these team members are to assist Guests with Entertainment reservations, including booking, modifying, canceling, processing refunds, cross-selling and providing general Entertainment and Event information for the city. Agents must be able to perform all functions indicated for the Enterprise. The Enterprise consists of 36 properties. The agents are considered universal agents and assist with reservations for all properties, including any new/future properties acquired by Caesars Entertainment. All incoming reservation calls must be handled efficiently, accurately and professionally while maintaining all departmental sales and service standards. Responsible for maintaining a high level of sales and service skills to ensure service standards are met. Must be able to clearly communicate and demonstrate enthusiastic service. Must be able to meet the department standards, attendance guidelines and adhere to departmental and company policy. Agents must be proficient in the following applications: Archtics, Enterprise Scheduler, InfoCenter, Webstation, Interaction Client, Factory and knowledge of LMS. The General Reservations (GR) Representatives are well-informed, courteous team members who provide customers with excellent customer service and sales support. The GR Reps assists customers including low end Total Rewards members with reservations needs on certain levels of Direct Marketing offers, Best Rate, and Friends and Family reservations; including verifying offers, booking, modifying, canceling and cross-selling. The GR Rep assists customers with room, suite, golf, show, spa and restaurant reservations. Maintains high level of sales and service skills so as to meet dept standards on Quality Assurance Monitors, Customer Surveys/Feedback, Conversion, Cross Sell and other standards as determined by management. Follows department selling strategies including but is not limited to, rate quoting, sales techniques and multi property cross selling. Performs various daily tasks such as but not limited to booking, changing, or canceling a reservation, cross-selling and other standards as determined by management. Clearly communicates and demonstrates enthusiastic service. Meets dept punctuality, adherence and attendance guidelines. Handles all incoming customer transactions promptly, efficiently, accurately and professionally. Meets department appearance guidelines. Safeguards customer confidentiality and privacy in accordance to company and department standards. Assists with additional duties as directed by a Supervisor. The PBX Operators are responsible for answering all external and internal calls for the Caesars Entertainment Las Vegas hotels. Operators must be well-informed, courteous team members who provide our internal and external guests with excellent customer service and support. Operators are expected to answer calls quickly and to meet all set service level and productivity standards. Standard phraseology is used to provide a professional and consistent experience for the guest. It is an operators responsibility to be courteous and willing to help. Operators often provide a first impression to the hotel guests and should make the experience a pleasant one. NV-Las Vegas-Bally Employee BLV Regular

Keywords: Caesars Entertainment, Las Vegas , **Citywide - Call Center Agent (CES), Sales , Las Vegas, Nevada

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