Supervisor Customer Service Regional- Full Time (Harrah's Atlantic City / CES)

Job Title

Assistant Manager Customer Service Regional

Essential Functions

Inspires others with a clear direction by understanding and demonstrating a high level of commitment and energy in all endeavors. Consistently demonstrates superior customer service skills and acts as a positive role model for all employees. Conveys positive energy and enthusiasm focusing on the guest interaction. Continuously improves service by evaluating service breakdowns using guest feedback, data and behavior. Communicates service breakdowns and team plans in buzz sessions and facilitates opportunity-seeking meetings to consistently involve all team members in service improvements. Immediately addresses service breakdowns and follows up to ensure guest satisfaction. Keeps team well informed of property promotions and events. Develops highly skilled, successful employees, sets realistic and measurable service standards and holds employees accountable for meeting them. Clearly communicates and enforces company expectations including Code of Commitment, policies, procedures, department goals and business strategy. Addresses employee performance issues, coaches for improvement and provides ongoing feedback. Uses EOS data to improve the workplace, listens and responds to employees, recognizes and rewards individual and team performance. Consistently follows company policies, procedures and industry regulations, maintains accurate and up-to-date employee records, and completes performance reviews timely. Takes personal responsibility for creating an atmosphere of luck.

Supervises Daily Activity

Supervises the daily activity of the Customer Service area for Atlantic City Operations and Harrah's Philadelphia. Provides outstanding service to guests that require assistance before, during, and after their stay. Responsible for seeking, investigating, and resolving customer inquiries and complaints in a professional and prompt manner. Responsible for all staff, guest and interdepartmental interaction in the Call Center during assigned shift. Responsible for communicating expectations, observing performance, providing feedback, and documenting the performance of Customer Service employees. Acts as a service leader and role model ensuring all property personnel are properly trained in the appropriate use to the Service Recovery and Spotlight programs. Handles all interactions with disappointed guests in a professional and appropriate manner. Responsible for using discretionary decision making to make positive Service Recovery decisions that preserve the loyalty of targeted guests. Assists in preparing and approving written communications to customers on behalf of the Customer Service Management Team. Handles the distribution of customer feedback to appropriate properties and departments. Participates in the preparation and distribution of the CSA scores, service recovery reports, and CSA newsletter. Supervises the property letter / email, eCare, and Fix-IT program processes, ensuring that all correspondence represents the company's position while building and instilling loyalty through positive, proficient, professional responses. Monitors data entry to ensure the integrity of the database. Performs special projects and other tasks when requested. Has a working knowledge of all Customer Service operations.

Education / Skills / Experience

College degree in Marketing, Business, or related field preferred. Must successfully pass the Super Lap. Must have at least 1 year of "Successful" experience as a supervisor in a key property responsibility area such as HR, Finance, Gaming, Food & Beverage, Hotel, or Marketing. Must be a leader with proven people and supervisory skills to get results; able to overcome resistance to change and influence people, process, product, environment, technology challenges in all property areas. Must possess excellent written and verbal communication skills. Strong analytical skills needed. Must have a high level of energy, enthusiasm, and passion for customer satisfaction. Proficient in Excel, PowerPoint and Word.

Disclaimer

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, effort 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 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 $52,000