ClubJACK Representative

As a ClubJACK Representative at JACK Cleveland Casino LLC, you will be responsible for creating a fun and exciting atmosphere for our guests. Your primary goal will be to provide exceptional customer service, ensuring that every interaction results in increased customer confidence in our Loyalty Club.

Key Responsibilities:

• Demonstrate a sense of urgency while performing duties.
• Create an atmosphere of fun and excitement for guests.
• Perform back-to-back procedures when deemed necessary.
• Be proficient in comps, cash back, voids, new accounts, reprints, and redeeming procedures.
• Ability to adapt quickly to rapidly changing business levels and value the differences of others.
• Attend department meetings and information sessions.
• Greets and welcomes customers with a smile as a company representative.
• Serves as a Loyalty Club and customer service role model for other employees.
• Understands, values, and supports the Loyalty Club program and special events, promotions, and player programs.
• Constantly seeks ways to improve friendly, helpful service and reduce customer waiting time to positively impact department's customer service ratings.
• Effectively and enthusiastically communicates the benefits of the customer loyalty program and provides players with a compelling reason to play at JACK Casino Cleveland every time.
• Cross-sells property events (shows, promotions, etc.) and amenities (hotels, restaurants, etc.).
• Ensures each customer interaction results in increased customer confidence in Loyalty Club.
• Is knowledgeable about competitors' programs and can make favorable comparisons.
• Promotes and executes customer promotions flawlessly.
• Creates and maintains customer accounts using JACK's computer systems.
• Issues comps in accordance with department comp and guidelines.
• Ensures data is accurate and maintains integrity of data.
• Collaborates with work-group and all support departments to ensure player satisfaction.
• Communicates all relevant information to co-workers and management to maintain consistency and avoid potential problems.
• Ensures integrity and confidentiality of all customer data. Complies with all state, federal, and regulatory policies and procedures.

Perks and Benefits:

• Free Parking
• Generous Paid Time Off Plan
• Discounted Team Member Meals
• Education Assistance up to $3,600 a year
• 401(k) Savings Plan and Match
• Paid Breaks

Requirements:

• 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 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 English.
• High school diploma or GED equivalent.
• 1 year customer service experience.
• Basic computer skills (WORD, EXCEL, PowerPoint, etc.).
• Able to type 35 words per minute.
• Cash handling experience.
• Ability to maintain composure and excellent guest relations under all circumstances.
• Strong interpersonal and teamwork skills.
• Taking direction from multiple Leads/Supervisors/Managers from multiple areas.
• Maintain an upbeat and positive attitude across multiple tasks and environments.
• Ability to multi-task.
• Shift Flexibility.
• Must be 21 years of age.
• Ability to obtain, and maintain a Gaming Occupational License within the State of Ohio.