Job Description

E-Communications Specialists handle various multimedia contacts such as customer service

emails, faxes, voicemails, internal/external phone calls, web chats and provides communication

support to multiple channels for contact center agents, management, staff and customers.

• 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 copy requests
• Credit card disputes and refunds
• Total Rewards credit transactions
• Payment changes and authorization releases
• General guest service 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.
• Serve as a professional role model and represent the company positively.
• Meet productivity, efficiency, and customer service performance goals.
• Handle customer transactions accurately, efficiently, and professionally.
• Protect customer privacy and confidential information in accordance with company standards.
• Maintain punctuality, attendance, adherence, and appearance standards.
• Support special projects and perform additional duties as assigned by management.
• Comply with all company policies and applicable regulatory, state, and federal laws.

• Must be 21 years of age or older
• High school diploma or equivalent required.
• At least 1 year of customer service experience in a hotel, resort, or customer-facing role.
• Reservations or Front Desk experience preferred.
• Strong communication, organizational, analytical, and interpersonal skills.
• Knowledge of Casino Reservations and Total Rewards programs.
• Proficiency with CMS, LMS, and WINet systems.
• Ability to balance cashier reports and perform basic math/accounting functions.
• Strong customer service and problem-solving skills.
• Positive attitude and professional demeanor.
• Self-motivated, proactive, and able to work independently.
• Ability to multitask in a fast-paced, high-volume environment.
• Knowledge of computer systems, telecommunications, and customer service operations.
• Strong coaching, motivational, and developmental skills.

ADDITIONAL REQUIREMENTS:

• Basic knowledge of HTML and graphic design principles.
• Intermediate proficiency in Microsoft Office, including Excel, PowerPoint, Word, and SharePoint.

At Caesars Entertainment, Inc., our Team Members create the extraordinary. We are the largest casino-entertainment company in the U.S. and one of the world's most diversified casino-entertainment providers. Since beginning in Reno, Nevada, in 1937, Caesars Entertainment has grown through the development of new resorts, expansions and acquisitions. Our resorts operate primarily under the Caesars®, Harrah's®, Horseshoe® and Eldorado® brand names. We focus on building loyalty and value with our guests through a combination of impeccable service, operational excellence and technological leadership. The company is committed to its Team Members, suppliers, communities and the environment through its PEOPLE PLANET PLAY framework.

Our Caesars family is driven by our Mission, Vision and Values. We take great pride in living these values – Together We Win, All In On Service and Blaze the Trail – every day. Our mission, “Create the Extraordinary”. Our vision, “Create spectacular worlds. That immerse, inspire and connect you. We don’t perform magic; we create it with excellence. #WeAreCaesars”. If you are ready to create some magic, we invite you to explore our dynamic, yet unique, career opportunities.