Specialist - Customer Service (Part Time)

Responsibilities:

• 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 2 nd 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 • Perform other duties as assigned.