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.

Work Environment:

• Must be available to work weekends, holidays, and nights as scheduled

Additional Benefits:

• Enjoy 30 consecutive days of free rides for new hires with DART and earn reimbursements via Delaware Commute Solutions

Starting Compensation:

• $16.50/hr

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.