Customer Service Representative

Department: HOL Players Club

Property: Holdenville Casino

Location: Holdenville, OK, US, 74848

Full-Time/Part-Time: Full Time

Summary:
Enters customer information in customer database. Assists in the analyses of direct mail, group sales, special events,
and guest relations reports to identify programs and activities that support and enhance customer loyalty. Assists
with the installation and maintenance of electronic gaming machines.

Responsibilities:
1. Generates excitement and provides personal attention to customers; anticipates customer needs
or customers in need of service.
2. Interacts with customers and responds to requests and helps in resolving customer issues.
3. Knowledge of casino promotions and helps with daily promos (announcing promotions); informs
guests of current and future promotions and how they can participate.
4. Understands how all gaming machines are played and communicates in an effective manner how
to play each game to customers requiring assistance.
5. Distributes promotional items such as coupons, gifts or generic player cards to customers.
6. Introduces and promotes Players Club by explaining its benefits and how to join; assists players
with membership applications.
7. Informs players of locations of customer service booths, promotion areas, and how to spot
employees working the floor; knows location of all facilities within casino to assist guests in
finding them.
8. Develop basic Troubleshoot and repair electronic gaming machines and related equipment to the
common component level.
9. Maintain proper documentation of department repair logs, shift logs, daily shift reports, lock
and/or key logs.
10. Safely and effectively operate shop equipment including hand tools, soldering equipment and
some electronic test equipment.
11. Maintain security of equipment, records, funds, locks and keys.
12. Consistently follow machine entry procedures and repair procedures in order to proactively
identify or prevent future equipment problems.
13. Effectively interpret Electronic Game machine conditions by use of self-diagnostic and
troubleshooting techniques and from there can perform repairs and correct line failures.
14. Assist special projects and machine moves as assigned.
15. Responds to floor calls in an expeditious manner and spend enough time on the floor to be
familiar with operational issues.
16. Maintains professional and good communications with co-workers and supervisors to build a
cohesive and effective work environment able to provide high quality service and repairs.
17. Additional duties as assigned.