Job Description

Circa Hospitality Group

JOB TITLE: CUSTOMER SERVICE REPRESENTATIVE
DEPARTMENT: SPORTSBOOK
STATUS: FULL TIME
REPORTS TO: CUSTOMER SUPPORT MANAGER

Work closely with the Sportsbook department to answer daily customer service inquiries. Act as customer service lead within the department, interacting with guests via phone and email to ensure exceptional customer service levels. Resolve customer issues in a timely manner by utilizing resources to come to the best conclusion to help the guest. Perform responsibilities in accordance with all company standards, policies and procedures within the Sportsbook Department.

ESSENTIAL JOB FUNCTIONS:
• Responsible for practicing, supporting and promoting the Company Service Standards at all times
• Respond to guest questions that come through the Circa Sports info and support email inboxes in a timely manner
• Access the Stadium back office platforms to look up guest accounts to assist in trouble shooting issues
• Exemplify a positive and professional attitude when interacting with guests and team members
• Demonstrate knowledge in sports betting terminology to provide guests with accurate information
• Ability to assist in information regarding events on property and booking reservations for Sportsbook seating
• Lead in the resolution of player disputes
• All other essential job functions as needed

QUALIFICATIONS:
• Ability to communicate effectively with guests, team members, and management in both written and verbal form
• Must have a full understanding of all wagers offered on betting board with ability to explain to customers as needed
• Excellent customer service skills
• Understand and comply with all company, departmental and Gaming Control Board rules and regulations, policies and procedures
• Knowledge of the sports betting industry
• Must be able to establish and maintain effective working relationship with team members and guests
• Must be able to maintain Gaming work card
• Must be at least 21 years of age

EDUCATION and/or EXPERIENCE:
• Minimum of one (1) year previous Sportsbook and/or Hospitality experience preferred
• Experience working in a customer service centered environment
• High School graduate or equivalent

PHYSICAL, MENTAL AND WORK ENVIRONMENT:
• Requires normal, corrective vision range, the ability to see color and the ability to distinguish letters, numbers and symbols.
• Ability to use a computer and type efficiently
• Manual dexterity to operate job related equipment

DISCLAIMER:

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).