Multichannel Guest Communications Specialist

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

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.