Customer Service Representative

Seneca Gaming Corporation • Salamanca, NY • 5h ago

JOB FUNCTION: 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 Players 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.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: Responsible for providing excellent service to both internal and external guests.

Responsible for understanding all gaming facility activities, specials, schedules, signage, flyers, upcoming events, price structure, coupons and bus junkets programs.

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 Department with promotions and events.

Responsible for accurate lists of special sales promotions and keeping other employees informed.

Responsible for handing out new promotions 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.

Receives customer complaints and requests in an efficient and friendly manner; note all complaints for follow-up by Customer Service 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.

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.

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. QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each of the essential duties and responsibilities satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

Education/Experience: High School Diploma or GED. One (1) year experience performing duties comparable to customer service. Must possess 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.

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