Job Description

• The Lead Representative is responsible for coordinating operations on the front line to ensure that the shift runs smoothly and efficiently and delivers above average guest service consistently throughout the shift
• The Lead Representative will lead by example and act as a role model to fellow teammates by maintaining an upbeat and positive attitude, showing respect to teammates, being a team player and using outstanding guest service skills when interacting with guests
• Lead Representatives will be willing to provide assistance to the team in their efforts to successfully achieve all Company and Department goals
• The Lead Representative will communicate any issues or problems regarding teammates, guests, or policies and procedures to the Supervisor and/or Manager for resolution
• Lead Representatives will welcome and greet guests at the Caesars Rewards Center.
• Must maintain sufficient knowledge to effectively and enthusiastically promote all aspects of the Caesars Rewards Program and its benefits
• Offer and promote the Caesars Rewards Visa card and successfully meet the minimum established monthly goals for Visa acquisition
• Provide accurate information to guests regarding property promotions & events and direct marketing offers
• “Suggest” and recommend to the guest’s various venues, outlets and amenities to enhance the guest’s experience while on property
• Create fun and excitement while interacting with team members and guests
• Be able to maintain composure when dealing with difficult guest situations and commit to resolving all problems to achieve a positive outcome
• The Lead Representative will be capable of and willing to train all teammates on processes, policy & procedure, new initiatives, promotions, and Caesars Rewards benefits
• Be able to take direction and coaching from Supervisors in an upbeat and positive manner
• Embrace the changes that are routinely made in a marketing program that continues to evolve and grow
• Comply with all Caesars Rewards Department policies & procedures and Caesars Rewards brand standards
• Maintain data integrity and confidentiality when working with guest accounts
• Comply with all Internal Control policies and procedures
• Comply with all state, federal and tribal regulatory policies and procedures
• Maintain data integrity and confidentiality of all customer information

• Comply with all state, federal and regulatory policies and procedures

• Able to continuously maneuver around office including the ability to bend, crouch, kneel, twist and work at a desk

• Able to continuously stand and maneuver in confined areas

• Able to lift and/or carry objects weighing up to 30 pounds

• Able to stand for long periods of time

• Able to meet service standards throughout the shift

• Able to respond to visual and auditory cues

• Able to work in areas containing secondhand smoke

• Able to work in noisy environment

• Able to meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies

Physical, Mental & Environmental Demands:

• Able to continuously maneuver around office including the ability to bend, crouch, kneel, twist and work at a desk

• Able to continuously stand and maneuver in confined areas

• Able to lift and/or carry objects weighing up to 30 pounds

• Able to stand for long periods of time

• Able to meet service standards throughout the shift

• Able to respond to visual and auditory cues

• Able to work in areas containing secondhand smoke

• Able to work in noisy environment

• Able to meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies

Qualifications:

• High school diploma or GED

• Previous experience in a customer contact position with leadership skills

• Able to type 40 WPM and navigate several computer programs at one time

• Able to maintain composure and provide excellent guest service under difficult circumstances

• Must be able to work any day of the week and any shift

• Must be at least 21 years of age

• Must be able to read, write, speak, and understand English

• Must be able to get along with teammates and work as a team

• Must be able to meet appearance standards as outlined in the Employee Handbook

• Must be detail oriented and have ability to multitask in an efficient manner

• Must be able to receive and accept directions and instruction in a positive and cooperative manner