Consistently demonstrates superior customer service skills by displaying Spotlight on Success behaviors. Maintains upbeat, positive attitude, positive energy and enthusiasm from one interaction to the next. Creates an atmosphere of luck and celebrates customer wins. Is ready to serve and 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 properly uses the Service Recovery process to resolve problems when they exist. Promotes Total Rewards programs and card membership. Provides a warm farewell and thanks guests for visiting.

Performs the following for Atlantic City Operations: Responds via telephone to all internal and external customer phone and/or written inquiries and complaints in a positive and professional manner. Represents the company’s position and builds guest loyalty through positive professional responses. Insures conversations with guests and coworkers incorporate F.O.C.U.S. attributes and skills. Responsible for responding to guest correspondence via telephone, ensuring guest satisfaction as well as timely responses to customer correspondence. Ensures all data entry is completed accurately, consistently and within assigned deadline. Appropriately issues complimentaries and Guest Service Certificates to resolve target guest service issues. Acts as a service leader and role model championing property service programs. Maintains familiarity with all Marketing, Food & Beverage, Hotel and Casino programs to ensure appropriate and timely resolution of service issues. Conducts telephone interviews with guests to measure satisfaction levels. Other duties as assigned.

Excellent customer service and phone skills mandatory. Casino experience or other related call center experience preferred. Must possess excellent verbal communication skills. Strong problem resolution skills required. Ability to successfully and positively service customer under stressful conditions while maintaining a pleasant and professional demeanor. Experience with telephone interviewing preferred. Proficient in all Microsoft Office programs, particularly Excel, Access & Word. Fluent in English. Ability to read and write English. Must be able to obtain NJ Casino Employee license.

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