FT Players Services Representative (64363)

Full-Time, 2nd Shift Player Services Representative

2nd shift hours : Sunday - Thursday, 2 PM - 12 AM : Friday & Saturday, 4 PM - 2 AM

Full weekend availability is required

If you are an Enrolled Catawba Citizen and need help with resume writing and interview prep this is available. Please contact: maddison.montgomery@catawba.com

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