Resorts Casino Hotel

CUSTOMER SERVICE MANAGER

ID
2020-2576
Job Locations
USA-NJ-Atlantic City
Category
Digital Gaming
Position Type
Full Time

Responsibilities

  • The Customer Service Operations Manager is responsible for developing a Player Support Team to deliver best in class experiences to our ResortsCasino.com and MoheganSunCasino.com player database.
  • Responsible for the day to day operation of a 24 hour – 7 day a week Customer Service Contact Center.
  • Responsible for the overall performance and success of the Player Support Team, including meeting all service level agreements while staying within budgetary obligations.
  • Must be a self-motivated and results driven leader with the desire and ability to develop team members into future leaders.
  • Ensures a professional working environment, at all times.
  • Handles upset and challenging customers to resolve complex issues in a timely fashion and in a manner that is mutually beneficial to both the customer and company.
  • Understands contact center forecasting and staffing models.
  • Understands and is able to produce P&L results and forecasts.
  • Understands and is responsible for monitoring and coaching KPI results of the contact center.
  • Understands and can clearly explain all current and recently passed promotional offers.
  • Ability to take accountability and responsibility for meeting all service levels and quality expectations during assigned shift.
  • Ability to read, understand and explain basic financial transactional histories including depositing, wagering, win/loss and withdrawals.
  • Ability to learn and have a high level of knowledge regarding how the website and app function.
  • Acts as a liaison between the Player Support Team and other cross function teams to ensure players are receiving a product and service offering that consistently meets or exceeds their expectations.
  • Promotes positive public relations.
  • Performs other duties as assigned.

Qualifications

  • College Degree or equivalent, preferred.
  • Excellent command of the English language, both written and verbally.
  • Ability to speak multiple languages, a plus.
  • Advanced proficiency in Microsoft Office and/or Google Suite products.
  • Minimum of 5 years’ experience in a high volume, fast paced contact center.
  • Minimum of 3 years’ experience in a leadership role.
  • Scheduling flexibility a must, to include nights, weekends, holidays, and as needed to accommodate the 24-7 operation.
  • Must have or be able to obtain a Casino Employee Registration from the New Jersey Division of Gaming Enforcement. May be required to obtain additional state licenses, in the future.

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