VIP Host , Asian Clientele

theScore; Toronto; Remote; USD 32,017 - 53,361; Full time

Job summary

Join a dynamic team at an innovative company that thrives on passion for sports and gaming. This role focuses on building and maintaining relationships with high-value players, ensuring they receive exceptional service tailored to their unique preferences. You'll be responsible for generating new business revenue while executing key sales KPIs. Your expertise in customer service and gaming will be crucial as you navigate interactions with players, manage events, and uphold compliance standards. If you're ready to elevate the customer experience and drive success in a fast-paced environment, this is the perfect opportunity for you.

Qualifications

• 1-2 years of gaming experience, preferably in online or casino settings.
• Must have a passion for sports and casino betting.

Responsibilities

• Create and manage relationships with high-value players to drive revenue.
• Ensure compliance with regulations and manage customer interactions.

Skills

Customer Service

Sales Experience

Communication Skills

Problem Solving

Gaming Knowledge

Tools

Excel

Job description

About the Role

• Create new business revenue by understanding, targeting and developing relationships with potential high value players.
• Successfully execute assigned key VIP sales KPIs.
• Manage all aspects of the relationship with players, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts, and escalations including out of office hours when necessary.
• Generate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needs.
• Maintain a personalized relationship with players, including having one to one knowledge of customer profiles such as playing behaviors, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual.
• Thorough understanding of existing products, services and initiatives while proactively pushing new game offerings, channels and platforms.
• Communicate through established business channels new member welcomes, investigation, loyalty, sales, surveys, and the reactivation of lapsed members.
• Utilize daily reporting and analysis to assist with making sound business decisions.
• Monitor individual customer betting behavior and ensure that bonuses, gifts and hospitality invitations are offered in agreed timescales.
• Ensure compliance with all applicable regulations and legislation, ensuring that all risks within areas of responsibility are identified and managed effectively
• Fully comply with and uphold company expectations including policies, procedures, department goals and business strategy.
• Handle difficult customer interactions and situations in a calm, professional and reasonable manner.
• Work closely with VIP associates on upgrading potential VIP accounts to full VIP status.
• Work closely with VIP Executive Hosts on upgrading accounts to higher tiers.
• Conduct business with the highest level of integrity and honesty.

About You

• 1 - 2 years of gaming experience either online or with a brick and mortar casino.
• At least 1 year of experience in a sales related role.
• Proven experience in online gaming, customer service, concierge, luxury telemarketing or other account management.
• Excellent computer skills with an emphasis on Excel, excellent communication skills and telephone etiquette.
• Positively affects interactions with customers and employees, and has the resiliency to deal with difficult customers in all business conditions.
• Ability to review and comprehend player tracking screens, reports, and all other necessary information and documentation.
• Ability to communicate effectively with external contacts and all levels of employees.
• The ability to travel and attend on and off property events throughout the United States and Canada.
• Will attend high level events designed for our top customers.
• Must be able to qualify for licenses and permits required by federal, state and local regulations.
• MUST HAVE: Passion for sports, casino and/or sports & casino betting.

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