Player Services Representative

Job Details Job DetailsJob Location: Catawba Two Kings Casino - Kings Mountain, NC 28086Position Type: Full TimeJob Shift: Any 2nd shift : Sunday - Thursday 2 PM - 12 AM, Saturday & Sunday 4 PM - 2 AM Weekends & Holidays required Job Summary The Player Services Representative is the frontline liaison between the casino and its guests, providing exceptional customer service while promoting player loyalty programs. This position is responsible for enrolling new members, explaining program benefits, issuing rewards, and ensuring guest satisfaction in a fast-paced environment. Responsibilities Greet guests warmly and assist them with enrolling in the casino’s Players Club. Educate guests on club benefits, promotions, and rewards programs. Issue players cards, promotional offers, and complimentary items based on player activity. Maintain accurate player records while also keeping account information confidential. Resolve guest concerns or refer them to appropriate departments. Promote upcoming events through telemarketing, special offers, and casino amenities. Maintain a clean and professional workstation. Accurately enter data and process transactions using casino software systems. Follow all regulatory and internal control procedures. Handle guest complaints, using active listening skills to defuse difficult and sometimes emotionally charged situations in order to maintain the customer relationship. Meet performance goals and contribute to a positive team environment. Preform other duties as assigned Qualifications High school diploma or GED equivalent (required) Previous customer service experience preferred Must be able to obtain and maintain a valid Catawba Gaming License. Must be at least twenty-one (21) years of age. Knowledge, Skills & Abilities Basic knowledge of computer skills including but not limited to, word processing, spreadsheets, database and POS system preferred. Must possess basic math skills. Must be able to work evenings, weekends, holidays and special events as required. Must be able to work extended hours during special events Must be able to work a flexible schedule, including nights, weekends, and holidays. Must have excellent guest service skills. Ability to follow verbal and written instructions. Ability to communicate both verbally and in writing. Ability to work an alternate schedule as needed. Ability to work in a loud fast-paced environment (may occasionally be exposed to secondhand cigarette smoke). Physical Requirements While performing the duties of this position, the employee is regularly required to reach with hands and arms; bend to open/use lower drawers or cabinetry; to talk, hear, and see. The employee is occasionally required to stand for long periods of time. They employees also require to: walk, sit, kneel, bend, reach, twist, grab, pull or push. The employee must occasionally lift and/or move up to 30 pounds. Nothing in this job description restricts the management’s right to assign or reassign duties and responsibilities on this job at any time. Revised 10.05.22 Catawba Indian Nation exercises INDIAN PREFERENCE Native American Indian preference shall apply to this position pursuant to the Indian Self-determination and Education Assistance Act (24 U.S.C. 450, et seq.), 25 CFR 271.44 and other relevant laws (title 25, U.S. code, Section 472 & 473) #J-18808-Ljbffr