Customer Service Representative
About The Position
The Customer Service Representative is responsible for providing excellent service to both internal and external guests. This role involves projecting a warm, positive, and helpful image, effectively inputting data into the Player Tracking System, and creating Seneca Elite Player’s Club Cards. The representative will greet guests, build player loyalty, explain promotions, answer questions about the facility, take bus reservations, encourage sales of special games, and conduct surveys. They must understand all gaming facility activities, specials, schedules, signage, flyers, upcoming events, price structures, coupons, and bus junket programs. The role also includes assisting the Marketing Department with promotions and events, managing promotional materials, coordinating beverage service, assisting new guests with gaming operations, answering phone calls, and providing an exciting and entertaining gaming experience.
Requirements
- High School Diploma or GED.
- One (1) year experience performing duties comparable to customer service.
- Excellent communication and organizational skills.
- Must be able to work flexible hours including nights, weekends and holidays as required.
- Must be familiar with Bingo and Slot machine operations.
- Must have computer knowledge.
- Must be able to work flexible hours, including nights and weekends.
Responsibilities
- Projects a warm, positive, helpful image to all guests.
- Effectively inputs all data into the Player Tracking System and creates all Seneca Elite Player’s Cards.
- Greets all guests entering and exiting the facility.
- Creates player loyalty relationships with the facility.
- Ensures accuracy for effective direct marketing programs.
- Helps guests understand all promotions and answers questions about the facility.
- Takes bus reservations in person and over the phone.
- Encourages sales of special games seats.
- Conducts formal/informal surveys.
- Enters all information into the Player Tracking System effectively and accurately.
- Oversees and/or participates in formal and informal surveys and queries.
- Assists Marketing Department with promotions and events.
- Hands out new promotions’ materials, proper display and distribution of flyers, payout schedule, etc.
- Provides information to guests about the Seneca Elite Club program, promotions, gaming operations or multiple properties.
- Receives customer complaints and requests in an efficient and friendly manner; notes all complaints for follow-up.
- Encourages sales of special game registration and distributes appropriate materials.
- Ensures complimentary items are provided to the guests at all times and maintains the cleanliness of the complimentary items.
- Coordinates a beverage service to all guests who are actively playing on the slot machines.
- Assists new guests on how to properly play bingo programs, slot machines, and poker.
- Answers all incoming phone calls and accurately conveys information.
- Responsible for delivering messages and directing all incoming calls to the proper destination.
- Provides an exciting and entertaining gaming experience for all internal and external guests.
- Coordinates all Seneca Elite Club Card point redemptions within the standards of approved procedures.
- Makes announcements of larger events, daily promotions and winners throughout the facility.
- Creates all Seneca Elite Cards.
- Performs other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
