Player Support Agent

2 months ago

Collinsville, Virginia, United States Colonial Downs + Rosie's Gaming Emporium Full time
Key Responsibilities: This role encompasses a variety of essential functions that are critical to the success of our operations. The following duties are fundamental to this position and are not exhaustive. Employees may be required to undertake additional tasks as directed by their supervisors.

  1. Delivers exceptional service to both internal and external guests, embodying the #AddLife ethos in every interaction.
  2. Creates a supportive and motivating atmosphere for team members.
  3. Ensures confidentiality of sensitive information in line with company policies and legal regulations.
  4. Conducts verifications on cash transactions, including loose and bundled money, as well as check cashing.
  5. Handles jackpot processing, check cashing, and the redemption of valid gaming vouchers for cash, along with other transaction types.
  6. Protects company assets and complies with all player services policies, including Internal Control Policies, state regulations, and the Responsible Gaming Plan.
  7. Accountable for all funds managed during assigned shifts.
  8. Balances monetary transactions and associated documentation.
  9. Facilitates guest financial transactions efficiently.
  10. Monitors for fraudulent activities, including counterfeit currency and vouchers.
  11. Maintains accurate records of funds and prepares reconciliation reports as necessary.
  12. Ensures that cash inventory is securely stored at all times.
  13. Identifies and gathers insights on valued guests through various methods, including observation and direct interaction.
  14. Implements guest loyalty and direct marketing initiatives, catering to guest needs.
  15. Accurately performs data entry tasks related to Players Club memberships.
  16. Records and communicates database information to management and assists in maintaining database accuracy.
  17. Possesses comprehensive knowledge of ongoing promotions, events, and community activities.
  18. Exhibits outstanding interpersonal skills and maintains a professional demeanor.
  19. Conducts informal surveys to gather guest feedback.
  20. Becomes proficient in the player tracking system software.
  21. Adheres to all standard operating and cash handling procedures.
  22. Maintains a tidy and organized presentation of retail merchandise.
  23. Handles inventory stocking responsibilities.
  24. Issues complimentary play and food coupons to guests within authorized limits.
  25. Addresses issues within the scope of authority and escalates matters beyond that scope to supervisors.
  26. Keeps supervisors informed of relevant developments.
  27. Performs additional duties as assigned.
Compliance and Regulatory Duties: Each team member is responsible for adhering to laws and regulations relevant to their role. This includes:
  • Participating in mandatory training sessions provided by the company.
  • Obtaining and maintaining necessary licenses.
  • Executing job responsibilities in accordance with local laws and regulations.
  • Ensuring minors are prohibited from gambling or accessing restricted areas.
  • Understanding the regulations and policies applicable to their department.
  • Being aware of programs addressing problem gaming.
  • Reporting any observed misconduct.
Qualifications: A high school diploma or GED is required. Experience in banking and customer service is preferred. Proficiency in menu-driven software is essential; familiarity with Word and Excel is advantageous. Strong communication skills are necessary for articulating ideas effectively.

Licenses and Certifications: Virginia Racing Commission License

A detailed overview of physical demands, equipment, and work environment requirements can be obtained from Human Resources. Reasonable accommodations may be made to support individuals with disabilities in fulfilling essential job functions.

#colonialdowns

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