Player Services Representative

Essential Functions

• 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