Customer Service Agent

Overview Responsible for distributing money to gaming guests via check cashing, credit card advances, conversion of chips and coins, and gaming tickets into currency. Responsible for providing support and service to club members and other casino visitors to ensure maximum guest satisfaction. Responsible for promoting the success of the Club Osage, by assisting guests through the membership process, and explaining the benefits of membership and details of on‑going promotions and events. Protects company assets while dealing with the public in an efficient and courteous manner This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive. MINIMUM QUALIFICATIONS: Must be 18 years of age or older. High School Diploma/GED Prior cash handling experience required Gaming, Hospitality or Customer Service industry experience preferred Previous direct customer service experience required Required to pass a pre‑employment drug screening and obtain and maintain a gaming license issued from the Osage Nation. Required to maintain a valid Driver’s License. Required to provide documents to show the applicant is eligible to work in the United States. Osage, Native American, and Veteran preference shall apply to all positions at Osage Casinos. Applicants must be able to perform all essential functions of job duties with or without reasonable accommodation. Responsibilities COMMUNICATION: Makes efforts to keep informed of company information and communications by reviewing property bulletin boards, digital signage, and company newsletter. Effectively communicates concerns and information to supervisor and listens to communication from supervisor. Effectively relates ideas for improvements to supervisor and management in accordance with chain of command. Makes credit inquiries, performs credit checks and other related functions necessary to process new check cashing applications. Performs all other related and compatible duties as assigned. GUEST SERVICE: Provides excellent internal and external guest services, treating internal and external guests with courtesy and consideration at all times. Cooperates and communicates with all fellow employees, always exhibiting mutual respect and consistently projecting a positive, helpful image/attitude. Maintains a working knowledge of facilities as well as special events on property in order to advise guests of the same whenever possible. Provides directions, assistance, and/or information as may be required to ensure guest satisfaction. Resolves guest disputes in accordance with company expectations or contacts the senior supervisor who may be able to solve the issue. REGULATORY COMPLIANCE: Maintains excellent working relationships with other Company staff and all applicable regulatory commissions and other agencies as may be applicable to ensure compliance. Performs all duties in accordance with company core values, objectives of the Osage Nation, internal policies and procedures, as well, as applicable laws and gaming regulations, including but not limited to, the state‑tribal compact, IGRA, MICS, ONGR, the Bank Secrecy Act, Office of Foreign Asset Control, USA Patriot Act and Privacy Act. Accurately balances assigned bank. Held accountable, to a higher degree, for the accuracy and thoroughness of departmental records and reports. Adheres to all processes and procedures presented in the Casino Services Attendant Guidelines and standard operating procedures manual. Participates in the maintenance of supporting cash receipts documentation and accumulation of information for daily and monthly journal entries. Maintains a clean player tracking database. Routinely inspects stock of printed material, and notifies management when supplies are low. Complete all gaming forms and reports. Qualifications KNOWLEDGE, SKILLS, AND ABILITIES: Requires knowledge, skills, and experience in accurately handling various forms of cash transactions. Ten‑key skills required. Ability to balance a high volume of currency on a consistent basis. Ability to read, write, speak and understand the English language. Ability to read and interpret simple documents, such as written work instructions, interpret system or procedure manuals, labels and safety warnings. Ability to read Company newsletters, work instructions, and departmental schedules. Ability to perform basic mathematical computations (add, subtract, multiply, divide in all units of measure, including whole numbers, common fractions, and decimals.) Ability to protect the Company’s value by keeping information confidential. Ability to perform assigned tasks under frequent supervision. Ability to follow written and verbal instructions. Ability to establish and maintain positive relationships with managerial staff, co‑workers, guests, and the general public. Work well alone or within a team. Oral and written communication skills required along with the ability to prepare written documents and complete reports. Basic MS Office skills required with intermediate ability to use Excel preferred. Basic skills and abilities to work with personal computers and/or cash registers. Ability to sign up guests and issue Club Osage cards to eligible guests using a computerized player tracking system. Ability to track, verify and issue rewards for guests when appropriate level of play has been established. Ability to see problems and avoid situations that could be deemed illegal or represent a safety hazard to fellow employees or guests. Ability to respond to inquiries or complaints from employees, guests, regulatory agencies, and others. Ability to travel locally or between properties as needed. Ability to maintain physical condition and stamina appropriate to performance of assigned duties. Ability to update job knowledge by participating in educational opportunities; attending expos or conventions; and developing or maintaining professional networks. May be required to prepare detailed daily, weekly, and monthly operating reports as required by the reporting senior. Reconcile all transactions in the computer at the end of each shift. Verify amounts of loose coins and strapped currency. PHYSICAL DEMANDS: The employee is required to stand, walk, repetitive wrist, hand and finger motions, handle, or feel objects, tools or control for extended periods of time. Ability to sit, stoop, kneel, crouch, and crawl while performing duties. Ability to use arms to reach and lift above shoulders. Must have normal auditory and good verbal communication. Ability to lift upwards of 20 pounds. Ability to drag, push, or pull up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. WORK ENVIRONMENT: Regularly uses personal computer systems and/or other devices to effectively perform job functions. Exposure to second‑hand smoke. Evening and weekend shifts may be required. Extended hours and irregular shifts may be required. Must be flexible and available with varying schedules. Noise level in the work environment is moderate to high. #J-18808-Ljbffr