Specialist - Customer Service

MAJOR FOCUS :

Enroll guests into Players Club. Communicate specific event and promotion information to all guests. Redeem comp dollars for merchandise to our guests and complete all duties associated with the redemptions.

ESSENTIAL FUNCTIONS :

• Provide efficient, friendly, courteous, and timely customer service to all guests.
• Process new Players Club Members, obtaining complete contact information.
• Issue duplicate Players Club cards.
• Follow up and answer questions on all guest concerns using available resources.
• Maintain full and complete property and marketing information.
• Follow proper data entry standards.
• Perform routine upkeep of accurate Players Club member account information.
• Handle transactions both via telephone and face to face interactions.
• Utilize the Casino Marketing System (CMS) to deliver personalized service to Players Club members.
• Utilize LMS system to ensure proper amenities are available to hotel guests.
• Handle all aspects of Casino amenities when it comes to the bus program run by Hotel Sales.
• Maintain full knowledge of all the various IVIEW DM EBS promotions.
• Answer all customer IVIEW DM questions and provide coding for all IVEW DM DRB promotions.
• Educate customers on the various IVIEW DM EBS promotions and showing how to redeem promotions.
• Handle all cash prizes won through IVEW DM EBS promotions
• Maintain full and complete knowledge of Free Slot Play programs.
• Maintain knowledge of and be able to navigate through the Dover Downs website.
• Maintain knowledge of the Point Inquiry database and the iGaming database.
• Maintain complete working knowledge of online Fun Play Bonus Game and online gaming.
• Redeem customer amenities through Offer Craft program.
• Maintain full knowledge and operation of the Casino football promotion.
• Issue comps for patrons to outlets in the Casino based on the offer they received.
• 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.
• 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.
• 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-task during peak hours of business, including face-to-face interactions and telephone interactions with our guests.
• Build a strong rapport with the Casino clientele. Create 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 Players Club members.
• Refund Elite and Platinum member ATM fees.
• Correct database response for promotions and events.
• Maintain inventory / stock at the Players Club.
• Maintain cleanliness of the 2nd floor stock room.
• Distribute and inventory guest promotional materials.
• Attend meetings as required.
• Responsible for the cleanliness of assigned work area; perform light cleaning duties.
• Work safely, following all established safety rules and regulations.
• Follow all relevant policies and procedures.
• Provide exceptional customer service.
• Communicate effectively with co-workers, supervisors and guests.
• Follows all relevant policies and procedures

ADDITIONAL FUNCTIONS :

Perform other duties as assigned.

REQUIREMENTS / EDUCATION :

• Prior customer service experience required
• Must possess 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.

The above description denotes some of the specific characteristics which are necessary to perform the principal functions of the job and are not intended to be a description of all the work requirements that may be inherent in the position.

Bally’s Dover is an equal opportunity employer.

Addendum to Job Description

These are physical and mental requirements of the position as it is typically performed. Inability to meet one or more of these physical or mental requirements will not automatically disqualify a candidate or employee from the position.

Upon request for a reasonable accommodation, the Company will review for reasonableness, depending on the requirement, the essential functions to which it relates, and the proposed accommodation.

Physical Requirements

Seeing

Pull ( 25 pounds)

Bend

Color Perception

Climb, Ascend / Descend (Stairs, Ladders)

Stoop / Kneel / Crouch

Hearing / Listening

Lift ( 25 pounds)

Taste

Clear Speech / Talking

Carry ( 25 pounds)

Smell

Touching

Drive (local / long distance)

Repetitive Motion

Dexterity / Hand

Walk for Extended Periods

Dexterity / Fingers

Stand for Extended Periods

Reach (Above Shoulder)

Push ( 25 pounds)

Sit for Extended Periods

Other :

Mental / Reasoning Requirements

Reading Simple

Writing Simple

Advanced Math Skills

Reading Complex

Writing Complex

Analysis / Comprehension

Clerical

Basic Math Skills

Judgment / Decision Making

Work Environment

Shift Work

Outside

Pressurized Equipment

Works Alone

Extreme Heat

Moving Objects

Works with Others

Extreme Cold

High Places

Verbal Contact with Others

Extreme Noise

Fumes / Odors

Face-to-Face Contact

Mechanical Equipment

Hazardous Materials

Inside

Electrical Equipment

Dirt / Dust

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification.

They are not intended to be construed as an exhaustive list of all responsibilities, duties and / or skills required of all personnel so classified.