Player Services Representative

Woodbine; Toronto; Hybrid; CAD 24,000 - 25,000; Part time

Job summary

Woodbine Entertainment Group is seeking a friendly, energetic Customer Service Representative to create a fun wagering experience for potential and existing customers.

You will greet guests, explain bet types, assist with self-serve machines, print and sell racing programs, merchandise and game rentals, and support promotional events while reconciling end-of-day sales. The role requires an outgoing personality, strong communication skills and the ability to multitask in a fast-paced environment.

Qualifications

• Outgoing, enthusiastic, energetic personality.
• Strong interpersonal and communication skills.
• Ability to work well under pressure.
• Professional appearance and positive attitude.

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.

Skills

Interpersonal skills

Oral communication

Problem solving

Teamwork

Multitasking

Enthusiasm

Under pressure

Active listening

Customer service

Job description

With almost 150 years of proud horseracing history, Woodbine Entertainment Group is the founding pioneer and largest operator of professional horseracing in Canada. Building on our rich past, we are surging ahead to the future with an energized, new vision. Today we deliver the most thrilling and highest quality racing, dining and entertainment experiences to our visitors. In doing so, we remain a world-leader in horse-racing - and also among the most exciting and diverse entertainment facilities on the globe.

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 independently
• 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.

At the core of everything we do is the beauty of the race horse, but it takes thousands of people from diverse backgrounds to do it as well as we do.

Our team members work in fields such as wagering, hospitality, marketing, property services, finance, broadcasting, IT and much more.

Thanks for your interest in working with Woodbine Entertainment!

With almost 150 years of proud horseracing history, Woodbine Entertainment is the founding pioneer and largest operator of professional horseracing in Canada. Building on our rich past, we are surging ahead to the future with an energized, new vision. Today we deliver the most thrilling and highest quality racing, dining and entertainment experiences to our visitors. In doing so, we remain a world-leader in horse-racing - and also among the most exciting and diverse entertainment facilities on the globe.