Job Title : On-Call Total Rewards Representative
Department : Operations
Property : Harrah's Joliet
Shift : Varies
Status : On Call

HARRAH’S JOLIET – Winner of 101 Best and Brightest Companies To Work For in Chicagoland Two Years in a Row!!

For a second year in a row, Harrah’s was named one of the 100 Best and Brightest Companies to Work for in Chicagoland, this year as an Elite Award winner in the “Recoginition and Retention” Category.

Harrah's Entertainment, Inc. is the world's largest provider of branded casino entertainment. Since its beginning in Reno, Nevada 67 years ago, Harrah's has grown through development of new properties, expansions and acquisitions. On June 13, 2005, Harrah's Entertainment acquired Caesars Entertainment, Inc. and now owns or manages through various subsidiaries more than 40 casinos in three countries, primarily under the Harrah's, Caesars and Horseshoe brand names. With nearly 4 million square feet of casino space, more than 40,000 hotel rooms and nearly 100,000 employees, the Harrah's portfolio is the most diverse in the gaming industry. Harrah's Entertainment is focused on building loyalty and value with its customers through a unique combination of great service, excellent products, unsurpassed distribution, operational excellence and technology leadership.

Job Description:
ESSENTIAL FUNCTIONS:
* Provides “A” level customer service while enthusiastically promoting the Total Rewards program.
* Greets and welcomes customers with a smile as a company representative.
* Serves as Total Rewards and customer service role model for other employees.
* Understands, values, and supports Total Rewards program and special events, promotions, and player programs.
* Resolves customer issues according to the FOCUS Handling Problem Situations 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 sell property events (shows, promotions, etc.) and amenities (hotel, restaurants, etc.)
* Ensures each customer interaction results in increased customer confidence in Total 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 and guidelines.
* Ensures data are 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:
REQUIREMENTS:
* High school diploma or equivalent preferred, some college preferred.
* 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.
* Thorough knowledge of internal comping guidelines preferred.
* Must be able to handle multiple tasks and be flexible with scheduling requirements.
* Must be flexible with schedule to include holidays and weekends.
* Must have 4 attendance points or less.

JOB DEMANDS:
* Ability to respond to common inquiries or complaints from customers and employees.
* Must be able to respond calmly and make rational decision when handling customer needs and concerns.
* Must have physical ability to walk 5+ miles during a work day and be capable of standing during the length of one’s shift.
* Excellent oral and written communications skills.
* Ability to stand and walk for entire shift and mobility to move easily around entire property.
* Must be able to listen and respond to visual and aural cues.
* Must be able to tolerate areas containing varying noise, temperature levels, illumination, vibration, crowds, and air quality.
* Physically mobile with reasonable accommodations including ability to lift up to 20lbs., and ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel, and balance when stocking, storing, and maneuvering around the work area.

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 are performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

If there is an interest in your qualifications we will contact you with in two weeks.

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