What are the responsibilities and job description for the Customer Support Manager, Interactive Gaming position at Agua Caliente Casino • Resort • Spa?
Job Description Summary
Key leadership position within new Agua Interactive team. Responsible for ensuring that customers of our interactive products receive the world-class customer service that is the hallmark of Agua Caliente Casinos. Initially, this role will act primarily as a liaison between the external customer support provided by our platform provider and the internal customer-facing team members on the casino floor and in our call center. As the business scales, this role will likely expand to build and grow an internal customer support team dedicated to interactive gaming.
Essential Duties and Responsibilities (other duties may be assigned)
- Responsible for ensuring that customers of our interactive products receive world-class customer service, adhering to company’s standards and guidelines, uniformly across all points of contact, from the outsourced team supporting the platform to the internal customer-facing team members on the casino floor and in our call center.
- Responsible for being first point of escalation for guests seeking assistance with issues regarding our interactive products and the go-to person internally for questions about these products.
- Responsible for working with the outsourced customer service team supporting the platform to continually improve standard operating procedures across the two companies to provide a better and better support experience for our patrons as measured by mutually-agreed external KPIs.
- Responsible for working with internal department heads responsible for customer-facing team members on the casino floor and in our call center to continually improve standard operating procedures across departments to provide a better and better support experience for our patrons as measured by mutually-agreed internal KPIs.
- Responsible for monthly customer service report to executive management, summarizing internal and external KPIs, highlighting recurring issues, and offering suggestions for product and operational improvements that would enhance the guest experience with our interactive products.
- Responsible for handling guest complaints and issues with professionalism and empathy, working to resolve them quickly and to the guest’s satisfaction.
- Responsible for coordinating with relevant departments to address more complex issues, ensuring a prompt and effective resolution.
- Responsible for evangelizing our interactive products to patrons, including ongoing promotions and special offers, to increase engagement and participation.
- Responsible for reaching out to other departments to schedule ongoing support training or provide product updates related to our interactive products as needed.
Required Education and/or Experience
- High school diploma or equivalent is required. Degree in communications, hospitality, business, marketing or a related field is preferred.
- Minimum three years of experience in customer service is required, preferably within the casino, hospitality, or entertainment industry. Experience supporting mobile products and/or regulated gaming products is strongly preferred.
- Minimum one year of experience in a customer service lead position or senior customer service agent role with some supervisory responsibilities is required. Experience building and growing a customer service team supporting mobile products and/or regulated gaming products is strongly preferred.
- Excellent problem-solving skills and a strong commitment to delivering exceptional customer service is required.
- Strong communication skills, both verbal and written, with the ability to interact effectively with guests directly as well as with the other internal and external team members who are collectively responsible for delivering an amazing guest experience is required.
- Ability to work independently, in a team-oriented, collaborative environment and with different external partners and vendors is required.
- Knowledge of casino operations, gaming regulations, and loyalty programs is preferred.
Working Conditions/Physical Demands
To perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, including walking up to 1 ½ mile, climbing stairs and sitting at a desk/workstation for the duration of the shift. Must be able to work in a smoke-filled environment.
Typically, the individual will be housed in an office environment. The noise level in the work environment is usually moderate but will escalate when located in the casino environment. Must be able to grasp, bend, lift and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to: a computer keyboard, calculator, general office equipment and multi-line telephone.
