Players Club Representative

Mohegan Sun; Montville (CT); On-site; USD 21,000 - 28,000; Full time

Job summary

Mohegan Sun in Montville, CT is seeking a guest services associate to create and update Momentum accounts within the gaming operating system and provide information about loyalty programs, events, and property directions while delivering superior service.

You'll re-issue Momentum cards, add promotional offers, maintain confidentiality, assist guests with online services, and collaborate with Hosts, Player Development, Credit, Security, and attendants to resolve requests.

Qualifications

• High School Diploma or equivalent.
• Must communicate effectively in English.
• Previous customer service experience.
• Intermediate technology skills (downloading an app, IM, sending an email, etc.)

Responsibilities

• Create new Momentum guest accounts in ACSC following procedures.
• Re-issue Momentum cards and provide promotional information.
• Interact with guests at Players Club booths and kiosks, meeting service standards.
• Maintain confidentiality of marketing programs and guest data.
• Add Free Slot Play and Recovery Free Bets to guest accounts as directed.
• Update guest contact information for Momentum accounts.
• Evaluate player accounts to determine access to promotions.
• Assist guests with online services (FanDuel, MMS, etc.).
• Communicate with Hosts, Player Development, Credit, Security, and Slot Attendants to assist guest requests.

Skills

Customer service

Written communication

Verbal communication

Technology literacy

Education

High School Diploma or equivalent

Tools

ACSC

GHS

Microsoft Teams

Outlook

Everi Dashboard

Strivacity

Cognos

SharePoint

Kronos

Workday

Job description

Position Summary:

This position is responsible for creating and updating Momentum accounts within the gaming operating system and providing information regarding the loyalty program, events, property information and directions while providing superior customer service for all our guests.

Primary Duties and Responsibilities includes but not limited to:

• Responsible for collecting and entering data into the gaming operating system (ACSC) to create new guest accounts in accordance with company and departmental procedures
• Re-issues Momentum cards and provides promotional information upon request
• Interacts with and provides information to all guests at the Players Club booths, Everi kiosk and promotional kiosks, meeting required guest service standards
• Maintains and respects confidentiality of marketing programs, guest information and databases
• Adds Free Slot Play and Recovery Free Bets to guest accounts per departmental procedures
• Responsible for updating guest contact information for all Momentum accounts in support of the Marketing efforts
• Evaluates player accounts to determine access and availability of marketing promotions
• Assists guests with the property's online services (FanDuel, MMS, etc.) as needed
• Communicates with Hosts, Player Development, Credit Department, Security, Slot Attendants to assist with guest requests and issues

Secondary Duties and Responsibilities:

• Works alongside the various Marketing department to provide excellent guest service
• Maintains a clean and well stocked work area
• Assists the Player's Club Manager and Shift Managers, as needed

Minimum Education and Qualifications:

• High School Diploma or equivalent
• Must be able to communicate effectively in English
• Previous customer service experience
• Intermediate technology skills (downloading an app, IM, sending an email, etc.)

Competencies :

• Knowledge of the player tracking system and how to interpret gaming data screens
• Knowledge and awareness of all promotions and property attributes
• Strong written and verbal skills
• Effective listening skills that support customer service techniques

Training Requirements:

• Must complete department training course
• Knowledge of ACSC, GHS, Marketing Admin Panel, Microsoft Teams, Outlook, Everi Dashboard and Strivacity applications
• Knowledge of department policies and procedures
• Navigation of informational screens such as SharePoint and the Mohegansun.com web page, Cognos, Workday, Kronos, Creating IT work tickets, and the Loop

Physical Demands and Work Environment:

• Must be able to tolerate a smoking environment with loud background noise and dim lighting
• Must be able to stand for extended periods of time with light lifting
• Must be able to work various shifts and flexible hours

Work Shift:

Regular

This is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with this job. Mohegan Sun reserves the right to make changes to the above job description whenever necessary.

Knock, knock. Hear that sound? That's opportunity!.

Mohegan Sun practices Native American Preference in hiring. "Native American" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.