E Communications Specialist - Steady Extra (Call Center LV)

Caesars Entertainment; Las Vegas (NV); On-site; USD 42,000 - 65,000; Full time

Job summary

Caesars Entertainment is seeking an E-Communications Specialist to handle multimedia communications and support contact center operations. You will assist guests via phone, email and web chat, manage content in the knowledge base, and collaborate with subject matter experts to ensure accurate information sharing.

The role requires at least 1 year in customer service within a hotel/resort setting, strong communication skills, and proficiency with CMS/LMS/WINet.

Qualifications

• Minimum 1 year of customer service experience in a hotel, resort, or customer-facing role.
• Strong communication, organizational, analytical, and interpersonal skills.
• Knowledge of Casino Reservations and Total Rewards programs.
• Proficiency with CMS, LMS, and WINet systems.
• Basic knowledge of HTML and graphic design principles.
• Intermediate proficiency in Microsoft Office (Excel, PowerPoint, Word, SharePoint).

Responsibilities

• Deliver exceptional customer service to both internal and external customers.
• Analyze and process multimedia communication requests, providing timely and accurate resolutions within established service levels.
• Create, update, and maintain content in the company knowledge base for employee access.
• Assist guests via phone, email, and web chat with reservations and booking support, billing inquiries, folio copies, and payment issues.
• Build and maintain relationships with subject matter experts to ensure accurate information sharing.
• Maintain knowledge of company products and services and communicate information clearly through written and visual channels.
• Meet productivity, efficiency, and customer service performance goals.
• Protect customer privacy and confidential information per company standards.

Skills

Customer service

Communication

Problem solving

Multitasking

Microsoft Office

Analytical thinking

Interpersonal skills

Education

High school diploma or equivalent

Tools

CMS

LMS

WINet

Job description

Job Description

E-Communications Specialist handle various multimedia contracts such as customer service emails, faxes, voicemails, internal\external phone calls, web chats and provides communication support to multiple channels for contact center agents, management, staff and customers.

Responsibilities

• Deliver exceptional customer service to both internal and external customers.
• Analyze and process multimedia communication requests, providing timely and accurate resolutions within established service levels.
• Create, update, and maintain content in the company knowledge base for employee access.
• Assist guests via phone, email, and web chat with:
• Reservations and booking support
• Billing inquiries
• Folio copy requests
• Credit card disputes and refunds
• Total Rewards credit transactions
• Payment changes and authorization releases
• General guest service issues
• Build and maintain relationships with subject matter experts to ensure accurate information sharing.
• Maintain knowledge of company products and services and communicate information clearly through written and visual channels.
• Serve as a professional role model and represent the company positively.
• Meet productivity, efficiency, and customer service performance goals.
• Handle customer transactions accurately, efficiently, and professionally.
• Protect customer privacy and confidential information in accordance with company standards.
• Maintain punctuality, attendance, adherence, and appearance standards.
• Support special projects and perform additional duties as assigned by management.
• Comply with all company policies and applicable regulatory, state, and federal laws.

Qualifications

• Must be 21 years of age or older
• High school diploma or equivalent required.
• At least 1 year of customer service experience in a hotel, resort, or customer-facing role.
• Reservations or Front Desk experience preferred.
• Strong communication, organizational, analytical, and interpersonal skills.
• Knowledge of Casino Reservations and Total Rewards programs.
• Proficiency with CMS, LMS, and WINet systems.
• Ability to balance cashier reports and perform basic math/accounting functions.
• Strong customer service and problem-solving skills.
• Positive attitude and professional demeanor.
• Self-motivated, proactive, and able to work independently.
• Ability to multitask in a fast-paced, high-volume environment.
• Knowledge of computer systems, telecommunications, and customer service operations.
• Strong coaching, motivational, and developmental skills.

Additional Requirements

• Basic knowledge of HTML and graphic design principles.
• Intermediate proficiency in Microsoft Office, including Excel, PowerPoint, Word, and SharePoint.

About Us

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