Dual Rate Customer Service Rep./Supervisor

Seneca Gaming and Entertainment•City of Salamanca, NY

3d•$16 - $21•Onsite

About The Position

This role involves providing excellent service and experience to both internal and external guests. The position requires a warm, positive, and helpful demeanor, acting as the initial point of contact for the company. Key responsibilities include managing the Player Tracking System, creating Seneca Elite Player’s Club Cards, greeting guests, fostering player loyalty, explaining promotions, and answering facility-related questions. The role also involves taking bus reservations, encouraging sales of special game seats, conducting surveys, and assisting with marketing promotions and events. Additionally, the position requires developing employee evaluations and schedules for Customer Service Representatives, handling customer complaints, coordinating beverage service, auditing Player Tracking System accounts, and assisting guests with gaming operations. The individual will also fulfill job duties as a Customer Service Supervisor while completing the tasks of a Customer Service Representative throughout each shift, aiming to provide an exciting and entertaining gaming experience.

Requirements

High School Graduate or Equivalent.
One (1) year experience performing duties comparable to customer service.
Must possess good oral communication skills.
Must be familiar with Bingo and gaming operations.
Must have computer knowledge.
Must be able to work flexible hours and weekends.
Must pass background according to National Indian Gaming Commission regulations.

Responsibilities

Projects a warm, positive, helpful image to all guests at all times.
Effective input all data into the Player Tracking System and create all Seneca Elite Player’s Club Cards.
Greet all guests entering and exiting the facility and are the initial point of contact of the entire company.
Create player loyalty relationships with the facility and ensure accuracy for effective direct marketing programs.
Help guests in understanding all promotions in the gaming facility and answering questions about the facility in a positive and complimentary manner.
Takes bus reservations in person and over the phone.
Encourage sales of special games seats.
Conduct formal/informal surveys.
Responsible for providing excellent service and experience to both internal and external guests.
Responsible for understanding all SGE activities, specials and schedule for upcoming events, price structure, coupons and bus policy and procedures and informing the Customer Service Representatives of all such activities.
Responsible for accurate lists of special sales and promotions and ensure proper coordination of these sales/promotions.
Responsible for handing out new promotional materials, proper display and distribution of flyers, payout schedule, ensuring all Customer Service Representatives are informed.
Handle customer complaints and requests in an efficient and friendly manner; note all complaints for follow-up by Marketing Manager or proper department supervisor/manager.
Enters all information into the Player Tracking System effectively and accurately to ensure all promotional rewards are operating properly.
Oversee and / or participate in formal and informal surveys and queries.
Assist Marketing Management with promotions and events.
Responsible for accurate lists of special sales promotions and keeping other employees informed.
Responsible for handing out new promotion’s materials, proper display and distribution of flyers, payout schedule, etc.
Provide information to guests about the Seneca Elite Club program, promotions, gaming operations or multiple properties.
Responsible for developing employee evaluations and schedules for the Customer Services Representative in an efficient and timely manner.
Receives customer complaints and requests in an efficient and friendly manner; note all complaints for follow-up by Marketing Manager or Customer Service Supervisor.
Encourage sales of special game registration and distributes appropriate materials (receipts, reservations, information, etc.)
Ensure complimentary items are provided to the guests at all times and maintain the cleanliness of the complimentary items.
Coordinate a beverage service to all guests who are actively playing on the slot machines.
Ensure auditing of the Player Tracking System accounts are completed on a regular basis.
Assist new guests on how to properly play bingo programs, slot machines, and poker.
Answering all incoming phone calls and accurately conveying information. Responsible for delivering messages directing all incoming calls to the proper destination.
Fulfilling job duties as a Customer Service Supervisor while completing the tasks of a Customer Service Representative throughout each shift.
Provide an exciting and entertaining gaming experience for all internal and external guests.
Coordinate all Seneca Elite Club Card point redemptions within the standards of approved procedures.
Continuously make announcement of larger events, daily promotions and winners throughout the facility to ensure guest acknowledgment of events, promotions and recent winners.
Creating all Seneca Elite Cards.
Performs other duties as assigned.