Player Services Representative

JACK Entertainment•Warrensville Heights, OH

21h•Onsite

About The Position

This role is responsible for providing superior customer service, maintaining a positive and energetic atmosphere, and promoting CLUB JACK programs. The representative will operate an assigned window for currency exchange, prepare and issue hand-paid jackpots and hopper fills, and generate pari-mutuel tickets and credit vouchers. Key duties include verifying funds, ensuring transaction accountability, and fostering positive interactions with guests and employees to create a fun and entertaining environment.

Requirements

Literate and fluent in basic English
Excellent Math Skills
Strong interpersonal and teamwork skills
Basic computer skills (basic word and excel skills are necessary)
Ability to multi-task
Must be able to perform tasks with high efficiency and accuracy
Above average organizational abilities for sorting money, chips, coupons and other paper work by table number
Ability to work in a small area with the same people for extended periods of time
Flexible availability including ability to work holidays and weekends
Must be able to work independently.
Must be able to sit, stand or walk for long periods of time (4 hours).
Must be able to respond calmly and make rational decisions when handling employee conflicts.
Must be able to maneuver throughout all areas of the property and from floor to floor either by stairways (minimum of 20 steps) or escalator.
Must be able to lift and carry up to 50 lbs.; and, have the ability to push, pull, reach, bend, twist, stoop and kneel.
Respond to visual and aural cues.
Must have the manual dexterity to operate a computer and other necessary office equipment.
Must be able to tolerate areas containing dust, loud noises and bright lights.
Must be able to work varied shifts, weekends and holidays as needed.
Ability to simultaneously manage several projects, and not be frustrated by changing priorities and unforeseen obstacles to achieving objectives.
Ability to speak distinctly and persuasively.
Must be able to read, write, speak, and understand.
Minimum of 6 months previous money handling experience
1 Year of Customer Service required
Must be able to obtain an Ohio Lottery Commission license

Nice To Haves

Previous experience in performing detailed work preferred

Responsibilities

Consistently demonstrates superior customer service skills by displaying outlined service behaviors.
Maintains an upbeat and positive attitude, creates positive energy with gestures and sustains enthusiasm from one interaction to the next.
Creates an atmosphere of luck and celebrates guest’s wins.
Is ready to serve and is informed of daily information; builds relationships by greeting guests with a warm, friendly verbal greeting.
Anticipates needs and provides fast, flawless service.
Checks for satisfaction and effectively resolves service breakdowns when they exist.
Promotes CLUB JACK programs and card membership.
Provides a warm farewell and thanks guests for visiting.
Responsible for the operation of assigned window to include exchange of currency for coins/tokens.
Prepares hand-paid jackpots and hopper fills through Thistledown’s Slot Data System. Issues jackpots and hoppers to appropriate VLT or Security personnel.
Responsible for generating and issuing to patrons pari-mutuel tickets and credit vouchers, making simulcast payouts and redeeming credit vouchers.
Verifies all funds at the beginning and end of each shift.
Ensures accountability of all transactions through verification and documentation of exchanges.
Promotes positive interaction with Thistledown’s guests and employees at all times.
Provides a fun-filled, entertaining environment for our guests through flawless delivery and execution of service.