Caesars Rewards Representative (Harrah's Joliet)

Job Description The Total Rewards Representative is responsible for delivering exceptional guest service while promoting and supporting the Caesars Rewards loyalty program. This role serves as a brand ambassador by engaging with guests, creating and maintaining player accounts, explaining program benefits, and assisting with promotions, events, and rewards. The ideal candidate is energetic, detail-oriented, and thrives in a fast-paced environment, with strong interpersonal, computer, and multitasking skills. Success in this role requires a passion for customer service, the ability to build positive guest relationships, and a commitment to ensuring every interaction enhances the overall guest experience.

Responsibilities

• Provides “A” level customer service while enthusiastically promoting the Caesars Rewards program.
• Greets and welcomes customers with a smile as a company representative.
• Serves as Caesars Rewards and customer service role model for other employees.
• Understands, values, and supports the Caesars Rewards program and special events, promotions, and player programs.
• Resolves customer issues according to the Service Recovery model using Service Recovery tools.
• Constantly seeks ways to improve friendly, helpful service and reduce customer wait time to positively impact department’s customer service ratings.
• Effectively and enthusiastically communicates the benefits of the customer loyalty program and provides players with a compelling reason to play at Harrah’s every time.
• Cross sells property events (shows, promotions, etc.) and amenities (hotel, restaurants, etc.)
• Ensures each customer interaction results in increased customer confidence in Caesars Rewards.
• Is knowledgeable about competitors’ programs and can make favorable comparisons.
• Promotes and executes customer promotions flawlessly.
• Creates and maintains customer accounts using Harrah’s computer systems.
• Issues comps in accordance with department comp guidelines.
• Ensures data is accurate and maintains integrity of data.
• Collaborates with work-group and all support departments to ensure player satisfaction.
• Acts as a role model to other employees and always presents oneself as a credit to Harrah’s and encourages others to do the same.
• Adheres to all regulatory, company and department policies and procedures.
• Completes all other duties as assigned.

Qualifications

• High school diploma or equivalent. Some college preferred.
• Must be flexible with schedule to include nights, holidays and weekends.
• Must be able to work in high and low stress areas.
• Previous customer service experience required.
• Knowledge of computer programs such as WORD and EXCEL.
• Must be able to handle multiple tasks.

Job Demands

• Must be able to maneuver to all assigned areas of the casino.
• Must be able to work in a fast-paced environment involving constant internal customer contact.
• Must be able to lift up to 20 lbs. and carry objects weighing up to 10 lbs.
• Must be able to work in areas containing secondary smoke, high noise levels, bright lights and dust.
• Position requires 80% standing, 10% sitting, 10% walking.
• Requires some climbing.
• Must be able to respond to speech, visual and aural cues.

Compensation & Benefits

• $17/hr
• Employment Type – Full Time
• Shift Details:
• Swing Shift: Thu & Sun: Off, Mon/Tue/Wed : 3:30pm - 12:00am, Fri/Sat : 1pm-9:30pm