Customer Service Representative
3 days ago
We are seeking a highly skilled and customer-focused individual to join our team as a Customer Service Representative at Bally's Dover. As a key member of our Player Services team, you will be responsible for providing exceptional service to our guests, ensuring their experience is memorable and enjoyable.
Key Responsibilities- Provide efficient and friendly customer service to all guests, responding to their inquiries and resolving any issues in a timely and professional manner.
- Process new Player's Club members, obtaining complete contact information and ensuring accurate data entry.
- Issue duplicate Player's Club cards and handle transactions via telephone and face-to-face interactions.
- Follow up on guest concerns, utilizing available resources to provide solutions and ensure guest satisfaction.
- Maintain accurate and up-to-date property and marketing information, utilizing the Casino Marketing System (CMS) to deliver personalized service to Player's Club members.
- Utilize the LMS system to ensure proper amenities are available to hotel guests and handle all aspects of Casino amenities related to the bus program run by Hotel Sales.
- Maintain knowledge of all IVIEW DM EBS promotions, answering customer questions and providing coding for IVEW DM DRB promotions.
- Educate customers on IVIEW DM EBS promotions and show them how to redeem promotions, handling all cash prizes won through IVEW DM EBS promotions.
- Maintain knowledge of Free Slot Play programs and be able to navigate through the Dover Downs website.
- Maintain knowledge of the Point Inquiry database and the iGaming database, redeeming customer amenities through the Offer Craft program.
- Issue comps for patrons to outlets in the Casino based on the offer they received and issue discretionary comps to patrons based on play and available comp guidelines.
- Act as a point of contact for patrons to reach their Casino Host when on property and maintain positive relations with patrons whom are not Casino Host coded to ensure a continued positive experience.
- Maintain all aspects of Elite pictures for patron player cards and work with all other front-line departments to ensure guest satisfaction.
- Operate as the first point of contact for patrons concerning all things related to the Casino, multi-tasking during peak hours of business.
- Build a strong rapport with the Casino clientele, creating loyalty with our patron base including new and existing members.
- Run all Players Club promotions such as mid-week and Sundays, including awarding prizes and making PA announcements.
- Handle redemptions of comp dollars for Player's Club members and refund Elite and Platinum member ATM fees.
- Correct database response for promotions and events, maintain inventory/stock at the Players Club, and distribute and inventory guest promotional materials.
- Attend meetings as required and be responsible for the cleanliness of assigned work area, performing light cleaning duties.
- Work safely, following all established safety rules and regulations, and follow all relevant policies and procedures.
- Provide exceptional customer service and communicate effectively with co-workers, supervisors, and guests.
- Prior customer service experience required.
- Must possess a high school diploma or GED or equivalent work experience.
- Must possess good communication skills.
- Must be able to report to work on time as scheduled.
- Must be able to work weekends, holidays, and nights as needed.
- Must be able to successfully pass a background check and receive a license from the DE Lottery.
- Must present an overall professional appearance and report to work in appropriate attire.
- Must be able to speak, read, and write English.
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