Player Services Representative

Description Consistently demonstrates superior customer service skills by displaying outlined service behaviors Maintains an upbeat and positive attitude, creates positive energy with gestures and sustains enthusiasm from one interaction to the next Creates an atmosphere of luck and celebrates guest’s wins Is ready to serve and is informed of daily information; builds relationships by greeting guests with a warm, friendly verbal greeting Anticipates needs and provides fast, flawless service Checks for satisfaction and effectively resolves service breakdowns when they exist Promotes CLUB JACK programs and card membership Provides a warm farewell and thanks guests for visiting Responsible for the operation of assigned window to include exchange of currency for coins/tokens Prepares hand‑paid jackpots and hopper fills through Thistledown’s Slot Data System. Issues jackpots and hoppers to appropriate VLT or Security personnel Responsible for generating and issuing to patrons pari‑mutuel tickets and credit vouchers, making simulcast payouts and redeeming credit vouchers Verifies all funds at the beginning and end of each shift Ensures accountability of all transactions through verification and documentation of exchanges Promotes positive interaction with Thistledown’s guests and employees at all times Provides a fun‑filled, entertaining environment for our guests through flawless delivery and execution of service Knowledge, Skills & Abilities Literate and fluent in basic English Excellent Math Skills Strong interpersonal and teamwork skills Basic computer skills (basic Word and Excel skills are necessary) Ability to multi‑task Must be able to perform tasks with high efficiency and accuracy Above average organizational abilities for sorting money, chips, coupons and other paper work by table number Ability to work in a small area with the same people for extended periods of time Flexible availability including ability to work holidays and weekends Must be able to work independently Must be able to sit, stand or walk for long periods of time (4 hours) Must be able to respond calmly and make rational decisions when handling employee conflicts Must be able to maneuver throughout all areas of the property and from floor to floor either by stairways (minimum of 20 steps) or escalator Must be able to lift and carry up to 50 lbs; and, have the ability to push, pull, reach, bend, twist, stoop and kneel Respond to visual and aural cues Must have the manual dexterity to operate a computer and other necessary office equipment Must be able to tolerate areas containing dust, loud noises and bright lights Must be able to work varied shifts, weekends and holidays as needed Ability to simultaneously manage several projects, and not be frustrated by changing priorities and unforeseen obstacles to achieving objectives Ability to speak distinctly and persuasively Must be able to read, write, speak, and understand Education and Experience Minimum of 6 months previous money handling experience 1 Year of Customer Service required Previous experience in performing detailed work preferred Required Certification / License Must be able to obtain an Ohio Lottery Commission license #J-18808-Ljbffr