Customer Service Representative

Reporting directly to the Marketing Operations Supervisor, the ClubJACK Representative is responsible for execution of all events and promotions, in addition to performing all transactions related to the player utilization of their ClubJACK loyalty club card.   Must be able to explain and communicate current casino programs and promotions to players. Will also be responsible for working as cashier in the Jack Cleveland Casino Swag retail store, greeting and providing incentives for bus patrons, and performing other functions related to the execution of marketing programs, promotions, and other initiatives.

Essential Functions 

• Demonstrate a sense of urgency while performing duties.


• Creates an atmosphere of fun and excitement for guests and teamwork with fellow team members.


• Perform back-to-back transactions and procedures when deemed necessary.  These functions may include the execution of promotions, assisting patrons participating in promotions by helping them swipe into invitation programs, distributing gifts, and aiding with any task regarding a promotion.


• Ensures that promotions/event areas are stocked with necessary supplies, decorations and secures items at conclusion of promotion/event. Also ensures collateral material for promotions and events are displayed prior to and recovered at the conclusion of each project.


• Be proficient in redemptions, comps, voids, new accounts, reprints and perform all transactions in accordance with department guidelines. 


• Ensure that the accuracy and integrity of data is properly maintained.


• Complies with all state, federal and regulatory policies and procedures.


• Verifies all monetary funds, gift cards, lottery tickets, and items with cash value are accounted for at the beginning and end of each shift. Also, ensures the accountability of all transactions through verification and documentation of exchanges.


• Ability to adapt quickly to rapidly changing business levels and values the differences of others.


• Attend department meetings and information sessions.


• Greets and welcomes guests with a smile as a company representative.


• Serves as a guest service role model for other team members.


• Understands, values, and supports ClubJACK loyalty program and special events, promotions, and player programs.


• Constantly seeks ways to improve friendly, helpful service and reduce guest waiting time to positively impact department’s guest service ratings.


• Effectively and enthusiastically communicates the benefits of the guest loyalty program and provides players with a compelling reason to play at JACK Casino Cleveland every time.


• Cross sells property events, food offerings, promotions, and amenities.


• Ensures each guest’s interaction results in their increased confidence in the ClubJACK program.


• Is knowledgeable about competitors’ programs and can make favorable comparisons.


• Promotes and executes guest promotions flawlessly.


• Collaborates with workgroup and all support departments to ensure guest satisfaction.


• Communicates all relevant information to co-workers and management to maintain consistency and avoid potential problems. 

Knowledge, Skills & Abilities 

• Must be able to work independently.


• Must be able to stand or walk for long periods of time (4 hours or more); sitting is not always permissible and depends on the team member’s assigned role for their specific shift.


• Must be able to respond calmly and make rational decisions when handling employee conflicts.


• 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 can 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  

Education and Experience 

• High school diploma or GED equivalent


• 1 year guest service experience


• Basic computer skills (Microsoft Office Suite and other Windows-based platforms.


• 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 including the ability to work as early as 8:00am or as late as 2:00am


• Must be 21 years of age

Required Certification/License 

• Ability to obtain a Gaming Occupational License within the State of Ohio.