Why Bally's?
Bally's Corporation is a global casino-entertainment company with a growing omni-channel presence, currently owning and managing 15 casinos across 10 states, a golf course in New York, a horse racetrack in Colorado, and having access to OSB licenses in 18 states. The recent acquisition of Aspers Casino in Newcastle, UK, further expands its international footprint and enhances its diverse entertainment offerings. It also owns Bally's Interactive International, formerly Gamesys Group, a leading, global, interactive gaming operator, Bally Bet, a first-in-class sports betting platform, and Bally Casino, a growing iCasino platform.
With 10,600 employees, the Company's casino operations include approximately 15,300 slot machines, 580 table games, and 3,800 hotel rooms. Bally's also has rights to developable land in Las Vegas post the closure of the Tropicana.
Upon completion of the announced merger with The Queen Casino & Entertainment Inc. ("Queen"), the above portfolio is expected to be supplemented with four additional casinos across three states, one of which will be an additional state that expands Bally's jurisdiction of operations to include the state of Iowa. Queen will also add over 900 employees, and operations that currently include approximately 2,400 slot machines, 50 table games, and 150 hotel rooms to the Bally's portfolio. Bally's will also become the successor of Queen's significant economic stake in a global lottery management and services business through its investment in Intralot S.A. (ATSE: INLOT).
The Role: Specialist - Customer Service
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 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.
Qualifications:
- 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.
What's in it for you:
- Competitive Salary with annual performance reviews
- Comprehensive health coverage plan that includes medical, dental, and vision
- 401(K)/ Company Match
- Access Perks and Childcare discounts
- Enjoy 30 days of free rides for new hires with DART and earn reimbursements via Delaware Commute Solutions
Target Hourly Starting Rate: $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.
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