What are the responsibilities and job description for the Customer Service Representative - Thermopolis position at WYOMING DOWNS, LLC?
Position Summary:
Responsible for walking the OTB floor, proactively greeting customers and provide friendly, courteous service at all times. Answer guest questions and build rapport with returning customers. Quickly and accurately handles cash transactions with patrons and jackpots on terminals. Conduct minor maintenance and repairs on terminals, when necessary. Protect company assets, adhering to company and departmental policies/procedures to include gaming regulations.
Reports To: Site Manager
Major Duties and Responsibilities:
- Walk the gaming area looking for opportunities to interact with internal and external guests displaying an attentive, upbeat, and enthusiastic demeanor throughout each interaction.
- Clearly communicate how terminals play and operate, Winners Club benefits, internal promotions, and site amenities.
- Calmly listen to guest concerns and complaints; attempt to resolve as possible.
- Accurately count and maintain cash bank and transactions.
- Keep gaming area clean, stocked, secured, and well maintained, including but not limited to, picking up trash, clearing empty drinks, etc.
- Troubleshoot minor repairs with wagering terminals and player tracking system as needed.
- Work effectively with staff and guests, including but not limited to, working through disagreements in a courteous manner.
- Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, as they apply to the position.
- Maintain good working relations through all channels of supervisors, employees, and regulators.
- Follow instructions of the supervisor.
- Efficiently perform duties in both calm and busy situations.
- Perform additional duties and responsibilities as assigned.
Qualifications, Education and Experience
Required:
- Friendly personality comfortable initiating greetings and conversations
- Experience using basic tools
- Previous proven experience accurately counting, handling, and keeping track of money
- Ability to quickly learn pari-mutuel equipment, rules and regulations
- Basic understanding of, and experience using computers and computer programs
- At least 21 years of age or 18 years of age at Cheyenne Plaza, Laramie, Sheridan and Buffalo sites
- Flexible availability in order to work a variety of shifts, weekends, holidays and weekends
- Ability to obtain and maintain required credentials required by the Wyoming Gaming Commission
- Professional appearance and personal hygiene as deemed appropriate by the supervisor
- Ability to lift 50 pounds
- Ability to communicate effectively in English, including both written and verbal forms
- Ability to pass a pre-employment drug screening and background report
Preferred:
- High school diploma or equivalent
- Previous experience in customer service role
- Previous pari-mutuel experience
