Guest Service Lead Representative

Caesars Entertainment; Shelbyville (IN); On-site; USD 21,000 - 30,000; Full time

Job summary

Caesars Entertainment is seeking a Guest Services Lead Representative in Indiana to oversee the Players Club and ensure consistent program execution. You will process player transactions and collaborate with Relationship Marketing to drive guest satisfaction.

Responsibilities include handling inquiries, outbound calls, promoting the Players Club, and maintaining data integrity. A high level of service, integrity, and the ability to operate in a fast-paced casino environment are required.

Qualifications

• High school diploma or GED required.
• Experience in data input and customer service is preferred.
• Excellent verbal and written communication skills required.
• Ability to multitask and manage time effectively.

Responsibilities

• Answer inquiries by clarifying desired information and providing accurate details.
• Handle inbound and outbound calls according to service standards.
• Identify potential new Players Club members and promote club programs.
• Maintain accurate and confidential customer data in internal systems.
• Provide superior guest service and resolve issues promptly.

Skills

Customer service

Data entry

Verbal & written communication

Multitasking

Education

High School diploma or GED

Job description

• Works closely with the Relationship Marketing Team.
• While a supervisor is not present, the Guest Services Lead Representative is responsible for overseeing the Club.
• Responsible for the consistent execution of Players Club initiatives.
• Responsible for processing all player transactions for casino player club members.

Job Description

• Works closely with the Relationship Marketing Team.
• While a supervisor is not present, the Guest Services Lead Representative is responsible for overseeing the Club.
• Responsible for the consistent execution of Players Club initiatives.
• Responsible for processing all player transactions for casino player club members.

Responsibilities

• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Answers incoming and make outbound telephone calls according to designated service and productivity standards.
• Solicits and identifies new gaming customers for the Players Club program.
• Maintains customer information assuring the highest standards of data entry and confidentiality.
• Provide superior level of guest service.
• Maintain extensive knowledge of products, services, promotions, and programs.
• Must have the ability to make sound decisions in providing complimentary items based on tracked play.
• Excellent interpersonal, communication, team building and problem solving skills required.
• The ability to resolve stressful situations.
• Analytical skills and customer service orientation required.
• Regularly communicate with the team and manage time effectively.
• Answers incoming and make outbound telephone calls according to designated service and productivity standards.
• Responds promptly and discreetly to guest inquiries.
• Assist guests in high limit host office when needed.
• Demonstrate a high degree of integrity and responsibility in handling IGRC assets, lists and promotions.
• Assist premium customers with reservations and acquisition of amenities and work closely with casino operations to ensure that high limit players are recognized and acknowledged
• Update account information through internal systems.
• Act as a guest liaison, handle issues & resolve situations to ensure smooth operations and excellent customer service.
• Follow all submissions, SOPs, and IGC requirements.
• Ability to perform multiple tasks in an efficient manner.

Qualifications

• High School diploma or GED required.
• Experience in data input
• Must have 3-5 years of customer service experience.
• Must possess strong verbal and written communication skills.
• Must be able to work a flexible schedule to include evenings, weekends, and holidays.

Additional Requirements

• Responsible for fostering a fun environment.
• Responsible for being gracious to all guests and co-workers.
• Responsible for promoting a positive influence in the community and participating in company-sponsored events.
• Enthusiastically supports, actively promotes and demonstrates superior customer service in accordance with department and company standards and programs.
• Ensures that behavior and appearance are in compliance with established standards.
• Maintains a professional work environment with management and staff.
• Routine standing and walking; frequent reaching, bending, stooping and carrying/ handling/ moving.
• Able to lift weights up to 40 pounds.
• Maintains a professional work environment with supervisor and all staff.
• Must be able to work in a loud, smoking environment.
• Access to general gaming floor.