True Rewards Representative

Arizona Charlie’s Decatur and Boulder; Decatur (IL); On-site; USD 28,000 - 42,000; Full time

Job summary

Arizona Charlie’s Decatur and Boulder is seeking a True Rewards Representative to support daily True Rewards operations and deliver exceptional guest service. You will enroll members, address concerns, and promote promotions while upholding gaming regulations and company policies.

The role requires strong communication, teamwork and accuracy when handling member data, and the ability to navigate a moderately complex computer system. Prior guest service or casino experience is preferred.

Qualifications

• 6 months of previous experience in a similar guest service or casino role preferred
• Ability to follow instructions and complete tasks accurately in a fast-paced environment
• Strong communication skills and willingness to work as part of a team
• Committed to fostering a respectful, inclusive, and safety-conscious work environment
• Ability to access and input information using a moderately complex computer system
• Skilled in Microsoft Office Suite, including Outlook, Excel, and Word; familiarity with collaboration tools like Microsoft Teams

Responsibilities

• Provide timely and courteous guest service consistent with the company’s guest service culture
• Enroll new members and explain benefits such as cashback, promotions, and player incentives
• Issue and reissue player cards, process cash/comp vouchers, and assist with PIN resets as applicable
• Review daily event calendar to stay informed on current activities, offers, and property promotions
• Respond to guest questions, complaints, and discrepancies related to True Rewards accounts
• Maintain a clean and organized work area
• Greet and thank guests in a friendly, professional manner; use names and make eye contact
• Offer information on casino property events, promotions, and services
• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position
• Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards
• Perform other duties as assigned

Skills

Customer service

Teamwork

Communication skills

Computer literacy

MS Office

Attention to detail

Education

High School Diploma or equivalent

Tools

Microsoft Teams

Job description

At Arizona Charlie’s, LLC , we don’t just offer jobs — we build careers. In a business that’s often about flash, we’re the real deal. With a diverse portfolio of hospitality, gaming, and entertainment properties, we’re powered by people who are passionate, reliable, and ready to make an impact. Whether you’re just starting out or looking to take your career to the next level, you’ll find real opportunities here — and a team that’s as invested in your success as you are.

Job Description Summary:

Summary:
As the True Rewards Representative, you play an essential role in supporting the daily operations of the True Rewards department by delivering exceptional guest service and promoting the benefits of membership. You assist with club enrollments, manage member concerns, and communicate property promotions. Your attention to detail and friendly demeanor help ensure a positive guest experience and contribute to the overall success of marketing and casino engagement efforts.

Job Description:

Essential Functions and Responsibilities

• Provide timely and courteous guest service consistent with the company’s guest service culture
• Enroll new members and explain benefits such as cashback, promotions, and player incentives
• Issue and reissue player cards, process cash/comp vouchers, and assist with PIN resets as applicable
• Review daily event calendar to stay informed on current activities, offers, and property promotions
• Respond to guest questions, complaints, and discrepancies related to True Rewards accounts
• Maintain a clean and organized work area
• Greet and thank guests in a friendly, professional manner; use names and make eye contact
• Offer information on casino property events, promotions, and services
• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position
• Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company’s guest service culture standards
• Perform other duties as assigned

Qualifications

• 6 months of previous experience in a similar guest service or casino role preferred

• Ability to follow instructions and complete tasks accurately in a fast-paced environment

• Strong communication skills and willingness to work as part of a team

• Committed to fostering a respectful, inclusive, and safety-conscious work environment

• Ability to access and input information using a moderately complex computer system

• Skilled in Microsoft Office Suite, including Outlook, Excel, and Word; familiarity with collaboration tools like Microsoft Teams

Requirements

• At least 21 years of age
• High School Diploma or equivalent preferred
• Ability to effectively communicate in English, both written and verbal
• Obtain and maintain all work cards as required by the company
• Verify right to work in the United States

Work Cards

• Nevada Gaming Registration

Physical Requirements

• Occasionally push/pull up to 40 lbs.
• Occasionally lift and/or carry up to 30 lbs. at floor, knee, waist, and chest levels
• Occasionally Squat, kneel, reach, bend, twist
• Occasionally sit and work at a desk or computer
• Frequently standing and walking
• Ability to communicate using in-person speech, radios, and telephone
• Ability to hear, understand, and distinguish speech and/or other sound in person
• Ability to distinguish between shades of color
• Ability to use tools or equipment requiring a high degree of dexterity

Work Environment Potential Conditions

• Indoor
• Smoky
• Noisy
• Bright flashing lights
• Extreme hot cold temperatures
• Slippery surfaces
• Exposure to dust, fumes and/or gases

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.