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Job Title:   Customer Assurance Specialist
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Full Time



Ensures all relationship repair collection, data entry, breakdown racking,investigations and response writing, are completed within the appropriate time frame.

Maintains familiarity with all Marketing, Casino, F&B, Hotel, and Spa programs to ensure appropriate and timely resolution of service issues.

Responsible for addressing customers verbally and in writing for all service related problems reported by customers.

Acts as a property point person for service recovery by providing proper follow-up with divisional Vice Presidents and designees to ensure the resolution of outstanding service breakdown issues.

Conducts thorough investigations to include management interviews, review of customer data records and surveillance records to determining appropriate service recovery remedies.

Makes sound business decisions while keeping the financial impact to the company in mind with respect to all service recovery compensation.

Works with members of Talent Engagement and operating departments to identify recurring service breakdowns and make recommendations to improve service.

Positively services customers on the phone while under stressful conditions  and maintains a pleasant and professional demeanor.

Must have the ability to sit and work from a computer for extended periods.

Must be able to stand at copier workstation and effectively use a computer keyboard.

Must be able to twist and bend while standing and sitting in order to access files at desk and in file cabinets.

Must have the manual dexterity to allow for inputting of data into computer software and be capable viewing computer monitors for extended periods of time.

Must be able to read “fine print” areas of invoices and contracts.

Must be able lift up to 25 lbs.

Must have the manual dexterity to allow for sorting, creating, compiling and labeling of paper document files for extended periods of time.



Excellent verbal and written communications skills.

Must possess above average keyboard and computer skills.

College degree and experience in customer service preferred.

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