- Provides excellent customer service to both internal and external department customers.
- Analyzes and accurately processes various types of multimedia communication-related requests and responds to internal and external customer needs to provide an appropriate resolution within established service levels.
- Creates, edits, posts, and maintains information in the internal knowledgebase to be accessed by all employees.
- Answers telephone calls, emails, and participates in internet web chats to assist guests with reservation and billing inquiries and other guest service issues including but not limited to; assistance with making reservation bookings, internet error messages, general questions, copies of folios, research, and resolution of credit card and charge disputes, credit card refunds, application of Total Reward credits for payment, reversing Total Reward credits, payment changes, and credit card authorization releases.
- Builds contacts/relationships within HET with subject matter experts to maintain an open and accurate flow of information.
- Knowledgeable of HET services and products while being a creative thinker with the ability to communicate complex ideas into simple messages via written and visual channels to be easily understood by target audiences.
- Completes duties as assigned, acts as a role model always presenting oneself as a credit to the company, and encourages others to do the same.
- Meets measured efficiency goals and standards.
- Handles all incoming customer transactions promptly, efficiently, accurately, and professionally.
- Safeguards customer confidentiality and privacy in accordance with company and department standards.
- Meets department punctuality, adherence, attendance, and appearance guidelines.
- Assists with special projects and/or additional duties as directed by a Supervisor.
- Adheres to all company policies, regulatory and state/federal laws.
- High school diploma or equivalent required.
- 1 year of customer service in a hotel or resort or 1 year of customer service-oriented job experience. Reservations or Front Desk experience are preferred but not required.
- Excellent leadership, organizational, listening, interpersonal, analytical, written, and verbal communication skills required.
- Must have a thorough knowledge of the processes and guidelines for Casino Reservations and Total Rewards program, proficient in CMS, LMS, and WINet systems. Must be able to balance cashier reports.
- Must have good mathematical skills and a basic understanding of accounting terminology.
- Must demonstrate an upbeat and positive disposition.
- Strong knowledge of customer care processes and techniques is vital.
- Must be highly motivated, proactive individual, and independent thinker.
- Must be able to handle multiple tasks in a high-volume, fast-paced environment.
- Knowledge of computer, telecommunications functions and systems, customer service, and telemarketing.
- Excellent, developmental, and motivational skills are required.
- Some knowledge of HTML and basic graphic design principles is preferred.
- Intermediate level of Microsoft Office programs (Excel, PowerPoint, Word, and Sharepoint).
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Billing Assistance Specialist-Full Time - Las Vegas, United States - Caesars Entertainment
Description
Job DescriptionResponsibilities/Purpose
E-Communications/Billing Specialists handle various multimedia contacts such as customer service emails, faxes, voicemails, internal/external phone calls, and web chats and provide communication support to multiple channels for contact center agents, management, staff, and customers.
Job Functions:
Must be at least 21 years of age.
Education:
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 job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, or technical developments).
About Us
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.
