Customer Service Rep

2 weeks ago

Central City, United States Century Casinos Full time

Salary information includes $3 - $6 / hour in average guaranteed tip pool.

JOB TITLE: CSR

REVISION DATE: February 2, 2023

EFFECTIVE DATE: February 2, 2023

FLSA: Non-Exempt

DEPARTMENT: Marketing-Player's club

LOCATION: Central City

WAGE: $17.50 - $20.00

REPORTS TO: Player Development Manager/Executive Casino Host

SUMMARY

Provide information to guests about the benefits of being a Winners' Zone member including promotions, food specials, Insta-Play, new sign up benefits, mail coupons and offers, property amenities/hours of outlets and all other casino offerings. Processes players club transactions and acts as the initial point of contact for all existing, new and react Winners' Zone members and hotel guests. Performs Winners' Zone/hotel duties ensuring correct and complete documentation based on current ICMP's and gaming regulations. Upholds the highest commitment to customer service.

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Exceptional oral communication, guest service and organizational skills are a must.
  • Enroll and create new member accounts accurately and update existing accounts as needed.
  • Reprint cards as needed by guests on correct card stock based on tier.
  • Explain how to use a player card and all associated benefits to being a Winners' Zone member.
  • Information is repeated frequently and information must be delivered with detail, accurately and courteously, at all interactions.
  • Answer telephone calls and set up hotel reservations, answer questions and transfer calls to
applicable departments. Check voicemail multiple times per day and ensure phone lines are forwarded at club closing and removed from forwarding at club opening daily.
  • Complete hotel check-in/check-outs daily and provide detailed information to guests on
property offerings as well as hotel policies, protocol for needs during their stay and regulations.
  • Complete either nightly hotel redemptions/paperwork for morning audit process, or morning performance of the night audit accounting spreadsheet, depending on shift worked.
  • Check ID's and wristband guests where applicable to ensure no one under 21 is in the casino.
  • Check memo clipboard daily and ensure awareness of all Winners' Zone policies and procedures.
  • Professional interaction with internal guests from all departments and other duties as assigned.
  • Attendance: Regular and reliable attendance; reports to work as scheduled, on time, and ready to work.


SUPERVISORY RESPONSIBILITIES

N/A

SIGNATORY ABILITY

Employee bus ticket sales, hotel documentation, promotional W-9's as needed for promotional winners, jackpot verification as needed.

QUALIFICATION REQUIREMENTS:

Ability to acquire and maintain a Colorado Support Gaming License.

EDUCATION & EXPERIENCE:

High School diploma required or GED equivalent.

1 year guest service experience in gaming preferred. Will train the right attitude.

LANGUAGE SKILLS:

Ability to read and interpret all types of documents in English.

MATHEMATICAL SKILLS:

Aptitude including adding, subtracting, multiplying, dividing and basic problem solving in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Ability to run a 10-key.

REASONING ABILITY:

Ability to apply gaming knowledge and experience in day-to-day work scenarios. Ability to recognize and solve customer matters.

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is sometimes required to stand and/or walk. The employee is occasionally required to reach with hands and arms; climb or balance; talk/hear, climb stairs, stretch, reach, kneel, squat, bend and crouch/stoop for entire work shift, with standard breaks, in order to perform duties. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include depth perception and ability to adjust focus and constant computer use.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT:

The casino environment is often loud, with many distractions. Essential duties involve working in a casino environment, which contains loud noise and crowded work areas with both internal and external guests.

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