Exec Dir Of Customer Service

Seneca Gaming Corporation•Niagara Falls, NY

15h•Onsite

About The Position

The Executive Director of Customer Service is responsible for developing the enterprise-wide customer service strategy in alignment with brand standards and embedding customer service into the company culture. This role involves leading the development and implementation of all customer service initiatives, ensuring compliance with Seneca Gaming Corporation’s policies, procedures, Internal Control Standards, objectives, Gaming Compact, and all other applicable laws and regulations.

Requirements

Must be 18 years of age or older upon employment.
Bachelor’s Degree required.
Must have ten (10) years of management experience in a gaming and/or hospitality environment.
Must have five (5) years of experience providing customer service in a gaming and/or hospitality environment.
Must have excellent customer service skills.
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 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 work well in a team environment.
Must be available to work evenings, 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.
Must have strong analytical skills as demonstrated by interpretation of complex statistical trending data
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.

Nice To Haves

Experience with Gaming systems: (ACSC, Bally BI, etc) is preferred.
Experience developing and implementing employee programs is preferred
Six Sigma / Continuous Improvement certification preferred.

Responsibilities

Responsible for ensuring all Team Members understand the brand promise and are equipped with knowledge and skills to deliver on the brand promise to create brand loyalty
Establish baseline enterprise-wide service standards and develop and deliver training programs to ensure brand compliance and appropriate service recovery techniques are deployed across the enterprise.
Collaborate with functional area leaders to create department specific service standards, training programs, service recovery tools & resources, identify KPIs, measure success and continuously improve to live our brand and be the best in our market
Create and implement a recognition and reward framework in collaboration with Human Resources designed to increase team member engagement and pride
Create reporting framework and dashboards tied to KPIs to monitor success in delivering a brand-aligned customer experience.
Establish and monitor structured customer feedback tools & programs
Analyze service performance and guest experience data to identify trends, strengths and opportunities, establish effective routines to communicate outcomes to all management including senior management, and discuss recommendations for continuous improvement
Respond to customer feedback in a positive and timely manner creating a seamless and memorable experience
Lead and mentor customer service team to build an empowered, high-performing team by living our values and creating a team culture where every team member takes ownership of delivering exceptional service
Responsible for managing a team including hiring, onboarding, training, coaching for success, providing performance feedback and terminating if necessary
Maintain current knowledge of industry standards as well as innovative ways of improving guest satisfaction and customer service initiatives.
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 guests and communicate in a pleasant, friendly and professional manner at all times. Maintain a professional work environment with supervisors, managers and staff.
Must complete all required SGC Training programs within the timeframe assigned.
Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed. Hours are determined by a 24-hour schedule.