Exec Dir Of Customer Service

Seneca Gaming Corporation•Niagara Falls, NY

1d•$143,000

About The Position

The Executive Director of Customer Service is responsible for overseeing and optimizing the entire customer service operation at all SGC properties. The Executive Director of Customer Service’s primary focus will be on ensuring exceptional guest experiences, maintaining high service standards, and fostering a culture of excellence in customer satisfaction. All functions will be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards and objectives and in compliance with the SGC’s Gaming Compact and all other applicable laws and regulations. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: 1. Develop and implement customer service strategies aligned with the SGC's goals and values. 2. Establish and enforce service standards and protocols to ensure consistency and excellence in guest interactions across all touchpoints. 3. Create and communicate well-defined guest service expectations and appropriate processes to help team members meet guest service goals. 4. Continuously innovate and improve customer service processes to elevate the overall guest experience. 5. Coordinate training programs to equip staff with the skills needed to provide exceptional service, including conflict resolution and effective communication. 6. Implement measures to monitor, assess, and maintain high-quality service levels, addressing any shortcomings promptly. 7. Collaborate with other departments to ensure a seamless and integrated guest experience, including assisting with revising department processes and/or policies. 8. Ensure that customer service practices adhere to regulatory requirements and industry standards. 9. Execute programs to recognize and reward employees who provide excellent guest service. 10. Use analytical skills and ability to produce reports and data trending to influence key leaders to understand the interdependency of service components. 11. Utilize guest feedback, surveys, and other metrics to analyze trends, identify areas for improvement, and make data-driven decisions. 12. Prepare accurate and informative reports containing conclusions and recommendations 13. Oversee the handling of guest complaints and escalations, ensuring swift and satisfactory resolution. 14. Lead, mentor, and inspire a diverse team of customer service representatives, supervisors, and managers. 15. Conduct observations, focus groups, and informal guest intercepts in order to evaluate effectiveness of key service delivery systems. 16. Observe team member and guest interactions to proactively identify existing or potential service failures and discuss areas for improvement to prevent future service breakdowns. 17. Build relationships with department leaders at all properties and hold meetings regularly to review customer service data, validate the utility and accuracy of the data being used for decision making purposes, and educating departments on data interpretation. 18. Communicate with the senior management team on an on-going basis relative to customer service strategy and progress. 19. Research new and innovative ways of improving guest satisfaction and work applications. 20. Work with vendors to make continuous improvements to customer service applications and programs. 21. Maintain a current understanding of all policy and guidelines regarding information security including the Seneca Gaming Corporation Acceptable Use Policy. Understand and comply with all information security policies and procedures at all times. 22. Provide exceptional customer service to all patrons and communicate in a pleasant, friendly and professional manner at all times. Maintain a professional work environment with supervisors, managers and staff. 23. Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies. 24. Must complete all required SGC Training programs within nine (9) months from commencement of employment. 25. Attend all necessary meetings. 26. Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed. Hours are determined by a 24-hour schedule.

Requirements

Must be 18 years of age or older upon employment.
Bachelor’s Degree required.
Must have ten (10) years of casino management experience
Must have five (5) years of customer service experience in a casino atmosphere that includes gaming customer service experience.
Must have experience in developing and interpreting data analytics and KPI’s; preparing recommendations on performance improvement measures; and assessing strategic improvement initiatives.
Must have excellent computer skills including advanced skills in Excel, Word, PowerPoint, and database management.
Must have experience with Gaming systems: (ACSC, Bally BI, etc)
Must have excellent customer service skills.
Must possess and maintain a valid driver’s license and be able to substantiate a safe driving record within the parameters acceptable to our liability insurance carrier.
Must have strong analytical skills as demonstrated by interpretation of complex statistical trending data.
Must work well in a team environment.
Must be available to work weekends, holidays and peak times, as needed.
Must demonstrate excellent verbal and written communication skills.
Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
Must possess interpersonal and negotiating skills necessary to manage others and communicate with all levels of management and clientele.
Ability to use discretion and maintain confidentiality when handling sensitive material.
Ability to plan long-term goals and the financial knowledge necessary to develop and maintain detailed financial records.
Must be able to stand, walk, and move through all areas of the casino/hotel.
Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino/hotel environment and effectively deal with customers, management, employees, and members of the business community in all situations.
Must have adequate manual dexterity to operate office equipment.
Occasional light lifting required.
Occasional travel necessary.

Nice To Haves

Six Sigma / Continuous Improvement certification preferred.

Responsibilities

Develop and implement customer service strategies aligned with the SGC's goals and values.
Establish and enforce service standards and protocols to ensure consistency and excellence in guest interactions across all touchpoints.
Create and communicate well-defined guest service expectations and appropriate processes to help team members meet guest service goals.
Continuously innovate and improve customer service processes to elevate the overall guest experience.
Coordinate training programs to equip staff with the skills needed to provide exceptional service, including conflict resolution and effective communication.
Implement measures to monitor, assess, and maintain high-quality service levels, addressing any shortcomings promptly.
Collaborate with other departments to ensure a seamless and integrated guest experience, including assisting with revising department processes and/or policies.
Ensure that customer service practices adhere to regulatory requirements and industry standards.
Execute programs to recognize and reward employees who provide excellent guest service.
Use analytical skills and ability to produce reports and data trending to influence key leaders to understand the interdependency of service components.
Utilize guest feedback, surveys, and other metrics to analyze trends, identify areas for improvement, and make data-driven decisions.
Prepare accurate and informative reports containing conclusions and recommendations
Oversee the handling of guest complaints and escalations, ensuring swift and satisfactory resolution.
Lead, mentor, and inspire a diverse team of customer service representatives, supervisors, and managers.
Conduct observations, focus groups, and informal guest intercepts in order to evaluate effectiveness of key service delivery systems.
Observe team member and guest interactions to proactively identify existing or potential service failures and discuss areas for improvement to prevent future service breakdowns.
Build relationships with department leaders at all properties and hold meetings regularly to review customer service data, validate the utility and accuracy of the data being used for decision making purposes, and educating departments on data interpretation.
Communicate with the senior management team on an on-going basis relative to customer service strategy and progress.
Research new and innovative ways of improving guest satisfaction and work applications.
Work with vendors to make continuous improvements to customer service applications and programs.
Maintain a current understanding of all policy and guidelines regarding information security including the Seneca Gaming Corporation Acceptable Use Policy. Understand and comply with all information security policies and procedures at all times.
Provide exceptional customer service to all patrons and communicate in a pleasant, friendly and professional manner at all times. Maintain a professional work environment with supervisors, managers and staff.
Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies.
Must complete all required SGC Training programs within nine (9) months from commencement of employment.
Attend all necessary meetings.
Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed.