Player Services Representative

woodbineentertainment; Toronto; On-site; CAD 24,000 - 25,000; Full time

Job summary

Woodbine Entertainment is seeking a customer service-focused associate to create a fun wagering experience for guests. The role involves greeting patrons, answering questions about bets, and guiding them on using self-serve terminals and accounts.

Responsibilities include selling racing programs, merchandise, and handling end-of-day reconciliations, while promoting events and promotions to drive participation.

Qualifications

• Understanding of horse racing preferred; training provided.
• Knowledge of wagering is an asset; training will be provided.
• Familiarity with HPI offerings is a plus; training will be provided.
• Basic Food, Wine and Liquor knowledge is an asset.

Responsibilities

• Provide customers with an excellent and satisfying overall experience.
• Greet and engage customers; respond to wagering inquiries and teach bet types.
• Assist new customers with placing bets and explain how to use self-serve terminals.
• Sell racing programs, OLG products, merchandise, and game rentals.
• Maintain display materials and promotional items for events.
• Reconcile end-of-day sales and product tracking.
• Provide first-level service on wagering equipment and replenish cassettes/hoppers.
• Educate customers on new products, services and promotions.
• Encourage participation in promotional/marketing events.

Skills

Horse racing knowledge

Wagering knowledge

HPI offerings

Food & liquor knowledge

Job description

Job Summary:

The purpose of this position to create a fun and exciting experience for potential and existing customers in a friendly, enthusiastic and engaging manner by proactively sourcing and assisting new and existing wagering Customers to increase the wagering experience.

Key Responsibilities:

• Provide our new and core customers with an excellent and satisfying overall experience
• Provide courteous, proactive and efficient service by greeting and engaging customers, responding to their wagering inquiries which includes but not limited to types of bets, betting tutorials, how to use self serve machines (terminals and TICO), HPI accounts, gift cards and cash cards
• Proactively engages new customers providing assistance and instruction on how to place a bet
• Print, organize and sell racing programs, OLG products, Woodbine Entertainment Merchandise and game rentals.
• Managing and maintaining display materials and promotional items for events.
• Reconcile end of day sales and product tracking.
• Provide 1st level service on wagering equipment which includes replenishment of TICO cassettes and hoppers.
• Educating our new and core customers on our latest products, services and promotional opportunities.
• Generate high level participation in promotional/marketing events.

Requirements:

• Outgoing, enthusiastic, energetic personality
• Strong interpersonal skills with the ability to work in a diverse working environment
• Strong communication and interpersonal skills
• Able to work well under pressure
• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
• Professional appearance
• Strong work ethic and positive team attitude
• Able to listen effectively to benefit the customer
• Must enjoy working with people
• Must have a pleasant and approachable attitude

JOB SPECIFICATIONS:

Knowledge

• Good knowledge and understanding of the horse racing industry an asset however training will be provided
• Knowledge of wagering an asset however training will be provided
• Knowledge of HPI and all the offerings available an asset however training will be provided
• Basic Food, Wine and Liquor knowledge an asset

Skills

• Interpersonal skills.
• Oral communication skills.
• Problem solving abilities.
• Ability to work well in a team and independantly.
• High enthusiasm levels.
• Ability to multi-task in a fast paced and changing environment

Reason for vacancy:

Replacement

Pay Rate:

$17.60 to $18.21 per hour. This range is not a guarantee of compensation. Final placement within the range depends on factors such as internal equity, market conditions, and the candidate's experience, skills, and qualifications relevant to the role.

We use AI-powered resume screening software to help identify qualified candidates based on the criteria in this job posting. All applications prioritized by the system are subsequently reviewed by our hiring team to ensure a fair and human-centered selection process

Diversity, Equity, Inclusion and Belonging

Be Yourself.

We believe differences should be valued and celebrated. By building diverse and inclusive teams, we strive to provide a more authentic and empowering work experience that unlocks the potential of our people. Regardless of race, religion, colour, national origin, sex, gender, expression, sexual orientation, age, marital status, veteran status, or disability status, we believe everyone has the right to express their ideas, ambitions, and pursue their goals with confidence and integrity. Diversity breeds innovation. We want people to think differently. Our commitment is to build a culture that welcomes everyone and leverages their unique perspectives to be a great entertainment company that shares the thrill of horseracing experiences with the world.