Full-Time Players Services Representative (64921)

Catawba Two Kings Casino; Kings Mountain (NC); On-site; USD 21,000 - 28,000; Full time

Job summary

The Catawba Two Kings Casino in Kings Mountain, NC is seeking a Player Services Representative to act as the frontline liaison with guests, enrolling members and promoting loyalty programs in a fast-paced casino environment.

The role requires a high school diploma or GED, 21+ years of age, and the ability to obtain a gaming license. Strong guest service and basic computer skills are essential. Weekend and holiday shifts are required.

Qualifications

• High school diploma or GED required.
• Customer service experience preferred.
• Must obtain and maintain a valid Catawba Gaming License.
• Must be at least 21 years of age.

Responsibilities

• Greet guests and assist with enrollment in the Players Club.
• Educate guests on club benefits, promotions and rewards.
• Issue players cards, offers and rewards based on activity.
• Maintain accurate and confidential player records.
• Resolve guest concerns or refer to appropriate departments.
• Promote events through telemarketing and offers.
• Enter data and process transactions using casino software.

Skills

Guest service

Communication

Math skills

Computer skills

Education

High school diploma or GED

Tools

POS system

Word processing

Spreadsheets

Database

Job description

Job Details

• Job Location: Catawba Two Kings Casino - Kings Mountain, NC
• Position Type: Full Time
• Salary Range: Undisclosed
• Job Shift: Any
• 2nd shift: Sunday - Thursday 2 PM - 12 AM, Saturday & Sunday 4 PM - 2 AM
• Weekends & Holidays required

Job Summary

The Player Services Representative is the frontline liaison between the casino and its guests, providing exceptional customer service while promoting player loyalty programs. This position is responsible for enrolling new members, explaining program benefits, issuing rewards, and ensuring guest satisfaction in a fast-paced environment.

Responsibilities

• Greet guests warmly and assist them with enrolling in the casino’s Players Club.
• Educate guests on club benefits, promotions, and rewards programs.
• Issue players cards, promotional offers, and complimentary items based on player activity.
• Maintain accurate player records while also keeping account information confidential.
• Resolve guest concerns or refer them to appropriate departments.
• Promote upcoming events through telemarketing, special offers, and casino amenities.
• Maintain a clean and professional workstation.
• Accurately enter data and process transactions using casino software systems.
• Follow all regulatory and internal control procedures.
• Handle guest complaints, using active listening skills to defuse difficult and sometimes emotionally charged situations in order to maintain the customer relationship.
• Meet performance goals and contribute to a positive team environment.
• Preform other duties as assigned

Qualifications

• High school diploma or GED equivalent (required)
• Previous customer service experience preferred
• Must be able to obtain and maintain a valid Catawba Gaming License.
• Must be at least twenty-one (21) years of age.

Knowledge, Skills & Abilities

• Basic knowledge of computer skills including but not limited to, word processing, spreadsheets, database and POS system preferred.
• Must possess basic math skills.
• Must be able to work evenings, weekends, holidays and special events as required.
• Must be able to work extended hours during special events
• Must be able to work a flexible schedule, including nights, weekends, and holidays.
• Must have excellent guest service skills.
• Ability to follow verbal and written instructions.
• Ability to communicate both verbally and in writing.
• Ability to work an alternate schedule as needed.
• Ability to work in a loud fast-paced environment (may occasionally be exposed to secondhand cigarette smoke).

Physical Requirements

While performing the duties of this position, the employee is regularly required to reach with hands and arms; bend to open/use lower drawers or cabinetry; to talk, hear, and see. The employee is occasionally required to stand for long periods of time. They employees also require to: walk, sit, kneel, bend, reach, twist, grab, pull or push. The employee must occasionally lift and/or move up to 30 pounds.

Nothing in this job description restricts the management’s right to assign or reassign duties and responsibilities on this job at any time.

Revised 10.05.22 Catawba Indian Nation exercises INDIAN PREFERENCE Native American Indian preference shall apply to this position pursuant to the Indian Self-determination and Education Assistance Act (24 U.S.C. 450, et seq.), 25 CFR 271.44 and other relevant laws (title 25, U.S. code, Section 472 & 473)