Customer Service Satisfaction Specialist

Consistently demonstrates superior customer service skills by understanding, role modeling, and executing all Spotlight on Success behaviors. Maintains upbeat, positive attitude, positive energy and enthusiasm through all business interactions in front of house areas as well as back of house areas. Creates an atmosphere of luck and celebrates customer wins. Is always ready to serve and stays informed of daily information; builds relationships by greeting guests with a warm, friendly verbal greeting. Anticipates both customer and staff needs and provides fast, flawless service. Checks for satisfaction and properly uses the Service Recovery process to resolve problems when they exist. Promotes Total Rewards programs and card membership. Provides a warm farewell and thanks guests for visiting.
Responsible for managing the Spotlight on Success tracking program through proper collection of all spotlight forms and coordinating the data with the Bestmark service. Duties will include scanning all spotlight forms, making corrections to the forms, following up with operating departments for proper form fill out, distribution of external awards to our employees, as well as track all pace and quality of the spotlight forms. Manages the Harrah?s Fix-It program which involves calling back our customers identified through the Bestmark website and finding and creating service processes that will create a better customer experience. They will team up with the operating the departments and log all issues to look for trends that may indicate service break downs. Coordinates and distributes all guest letters that are sent to the property. Facilitates resolution and tracking of all customer issues that are received from the mail. Responsible for the CSA data from the Sterling website. Ensures all collection, data entry, tracking, follow-up, analysis and reporting are completed within the appropriate time frame. Prepares and distributes reports and recommendations based on analysis that will compel Management to take action. Acts as a property point person for service recovery, insuring follow-up with department managers is occurring to resolve outstanding program issues in a timely manner. Represents the company?s position, builds and instills guest loyalty through positive, proficient, professional responses. Makes sound business decisions while keeping the financial impact to the company in mind. Ensures appropriate and timely follow-up is taken to enhance guest satisfaction. Acts as a liaison between the guest and operating departments to ensure that service failures are appropriately addressed. Works with members of the management team to identify recurring service breakdowns and make recommendations to improve service to our target customers. Acts as a service leader and role model championing property service programs. Maintains familiarity with all Marketing, Food & Beverage, Hotel and Casino programs to ensure appropriate and timely resolution of service issues. Will assist in all projects as directed by the Customer Service director which will involve program and project assignments.

College degree in Marketing, Business, Communications or Public Relations preferred. Minimum of three years casino experience or related customer service experience. Must possess excellent written and verbal communication skills. Ability to successfully and positively service guests under stressful conditions while maintaining a pleasant and professional demeanor. Proficient in all Microsoft Office programs, particularly Excel, Access and Word. Fluent in English. Ability to read and write English.
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