Job Description

Responsibilities/Purpose

The Universal Agent will be responsible for answering all external and internal calls for all Caesars Entertainment owned properties as designated by function. Universal Agents will be courteous, customer-focused team members who will be able to provide both internal and external customers service and support in all facets of the reservation and guest experience. Universal agents will work directly with customers, assisting with reservation, service requests and attend to all customer service needs during all stages of the customer's visit.

Job Functions:

• Maintains high level of sales and service skills to meet department standards on Quality Assurance monitors, customer surveys, and other standards as determined by management.
• Clearly communicates and demonstrates enthusiastic service.
• Meets department punctuality, adherence and attendance guidelines.
• Handles all incoming customer transactions promptly, efficiently, accurately and professionally.
• Meets department punctuality, adherence and attendance guidelines.
• Handles all incoming customer transactions promptly, efficiently, accurately and professionally.
• Meets department appearance guidelines.
• Safeguards customer confidentiality and privacy in accordance to company and department standards.
• Assists with special projects and/or additional duties as directed by a Supervisor.

Essential Job Requirements:

Education:

• High School Diploma or equivalent required

Experience:

• 3 years customer service or sales experience
• Proficient in MS Office with an emphasis on WORD, EXCEL, and OUTLOOK
• 1 Year of LMS experience required

Abilities:

• Must be able to type 30 wpm or more
• Must be 18 years of age or older.
• Must have a pleasant speaking voice, enthusiasm, demonstrate strong service and verbal communication skills and present oneself in a professional manner.
• Must possess a friendly demeanor and enjoy interaction with customers, both internal and external.
• Must be able to read, write, speak and understand English.
• Able to sit for 2-3 hours at a time
• Must be able to maintain a flexible work scheduled based on business demands.
• Must be multi-task oriented.
• Excellent interpersonal, communications, team building and problem solving skills are required.
• Must be able to maintain a flexible work scheduled based on business demands.
• Ability to perform full duties of dexterity and visual perception
• Must be proficient in all required systems and have a sound knowledge of all HET and Partnership properties assigned to the LV Regional Contact Center.

Desired Skills:

• Hotel experience and/or convention industry experience preferred.
• Knowledge of Windows based PC Applications
• Communications skills- written and oral.

• Understanding of intermediate math concepts- ability to add/subtract/multiply/and divide numbers accurately and efficiently

Disclaimer This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Caesars Entertainment reserves the right to make changes to the job description whenever necessary.

As a part of Caesars Entertainment’s employment process, finalist candidates will be required to complete a drug test and background check prior to an offer being extended. Caesars Entertainment Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.

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.