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Caesars Entertainment · 3 weeks ago

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

Atlantic City, NJ

Full-time

Onsite

Mid, Senior Level

$60K/yr - $63K/yr

3+ years exp

Caesars Entertainment is the largest casino-entertainment company in the U.S., and they are seeking an Assistant Manager for their Customer Service team. The role involves overseeing daily operations, managing staff performance, and ensuring guest satisfaction across multiple locations.

Food and Beverage

Responsibilities

Responsible for the overseeing the day-to-day operations of the Customer Service team which serve Caesars, Harrah’s Resort and Tropicana Atlantic City and Harrah’s Philadelphia

Responsible for hiring, scheduling and performance management the Customer Service team to provide efficient guest service and customer satisfaction

Oversees various aspects of the Customer Service operation, including training, scheduling, and directing work of the entire team

Run, review, and analyze reports for IVY, phones, email, social media, Medallia

Recommend actions to be taken to improve the guest journey, service breakdowns and reduce the financial impact of service recoveries issued

Provides recommendations to management accordingly

Assists in the development of strategies and operation plans that will heighten the guest experience and improve operating effectiveness

Responsible for ensuring Team Members actively investigate and resolve customer inquiries and complaints in a professional and prompt manner

Ensure compliance with company policies, procedures, regulatory requirements and department audit findings

Partner with corporate Caesars Rewards team to ensure understanding and timely communication of all program/technical changes and enhancements at the property level

Work collaboratively with all members of the leadership team in establishing and maintaining all IVY programs and initiatives to inform guests of property amenities and to deliver the right message at the right time

Performs special projects and other tasks when requested

Must be available to work nights and weekends

Qualification

Management experienceCustomer service experienceAnalytical skillsLeadership skillsCoaching skillsProcess-oriented mindsetProactive change agentInterpersonal skillsProblem solving skillsStrategic thinking