Players Club Representative

200_Mohegan_Sun Mohegan Tribal Gaming Authority - Mohegan Sun; United States; On-site; USD 21,000 - 30,000; Full time

Job summary

Mohegan Sun Mohegan Tribal Gaming Authority - Mohegan Sun seeks a guest services associate to create Momentum accounts and assist guests with the loyalty program and property information. You will collect data in ACSC, re-issue Momentum cards, and share promotions while maintaining confidentiality.

You will interact with guests at various service points, support online property services, and coordinate with Hosts, Credit, Security, and Marketing to resolve guest requests.

Qualifications

• High School Diploma or equivalent.
• Effective English communication.
• Prior customer service experience preferred.
• Basic technology skills for apps, email, and data entry.

Responsibilities

• Collect and enter data to create guest accounts in ACSC.
• Re-issue Momentum cards and share promotional info.
• Assist guests at Players Club booths and kiosks with guest services.
• Maintain confidentiality of marketing data and guest information.
• Update Momentum accounts and assist with marketing promotions.
• Collaborate with Hosts, Player Development, Credit, Security, and Slot Attendants to address guest requests.
• Support guests with property online services as needed.

Skills

Customer service

Data entry

Effective communication

Education

High School Diploma or equivalent

Tools

ACSC

Everi Dashboard

Microsoft Teams

Outlook

SharePoint

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

• 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

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.

What began in 1996 as a gaming destination in southeastern Connecticut with a handful of Team Members has expanded into a premier entertainment enterprise with over 10,000 team members across the globe.

What drives our success is the centuries-old philosophy of the Mohegan Tribe The Spirit of Aquai. Its principles of welcoming, mutual respect, cooperation and building relationships have shaped our culture, and serve as the foundation that we live by with every guest and team member interaction today, and for generations to come.