Players Club Representative

Mohegan Sun•Montville, CT

6d•Onsite

About The Position

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.

Requirements

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.)
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
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
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

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
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