Customer Service Coordinator II Regional-… at Caesars… · Atlantic…

Summary: Caesars Entertainment is the largest casino-entertainment company in the U.S. and is seeking a Customer Service Coordinator II to provide excellent customer service and support to guests. The role involves managing customer inquiries, ensuring timely responses, and maintaining customer service files while promoting various programs and initiatives. Responsibilities: - Performs the following for the Atlantic City region and Pennsylvania: The Customer Service Coordinators are responsible for answering all external and internal calls for the Caesars Entertainment, Atlantic City hotels - Customer Service Coordinator must be well-informed, courteous team members who provide our internal and external guests with excellent customer service and support - Fielding calls and assisting customers with Front Desk, Housekeeping, Maintenance, Bell Desk requests and related transaction needs (i.e., guest disputes/cashiering, service failure concerns, service requests/orders, general information, etc) - Responsible for the timely and accurate data entry and tracking of all guest inquiries and correspondence, ensuring data integrity - Sorts & distributes correspondence based on type of letter, delegating correspondence to department members for guest contact - Insures timely and accurate guest responses from assigned department members - Responsible for drafting form letters in response to standardized guest requests or complaints - Prepares correspondence, responses and coversheets for weekly distribution to the property - Continually monitors the effectiveness of database entries - Provides on-line responses in the area of customer service through various networks such as Trip Advisor, Yelp, Facebook, Twitter etc - Responds in a professional and consistent manner based on departmental guidelines - Supports local initiatives to grow the customer email database - Maintains familiarity with all Marketing, Food & Beverage, Hotel and Casino programs, and responds to related guest inquiries - Acts as a service leader and role model championing property service programs - Maintains Customer Service files - Provides administrative support for special requests as needed - Other duties as assigned Required Qualifications: - High School diploma or equivalent - Strong administrative and organizational skills - Familiar with social media networks - Excellent written & verbal communication skills - Ability to maintain a pleasant and professional demeanor at all times - Proficient in Microsoft Office applications including; Word, Access and Excel - Must type a minimum of 60 words per minute - Fluent in English - Ability to read and write English - NJ CER LICENSE REQUIRED Preferred Qualifications: - Casino experience or other related customer service experience Required Skills: Microsoft Word, Microsoft Access, Microsoft Excel, Typing 60 WPM, Social media networks, NJ CER License