We are currently looking for aPart-time 38 hour per week Player Services Representative second (2nd) shift Players Club team located at the Chisholm Trail Casino in Duncan, OK.

Summary

Serves as one of the first points of contact for patrons and helps create a welcoming, positive first impression of the property. Provides exceptional customer service while assisting with membership enrollment, player card issuance, promotional participation, rewards programs, and general guest inquiries. Responsible for accurately entering and maintaining patron information within the player tracking system, explaining promotions and benefits, resolving routine guest concerns, and creating positive guest experiences through professional, knowledgeable, and courteous service.

Responsibilities

Guest Service & Patron Support

Provides first-class customer service to internal and external customers and responds to questions, concerns, compliments, and requests with professionalism, courtesy, and efficiency.
Greets guests in a friendly and welcoming manner and strives to create positive guest experiences.
Answers incoming telephone calls, provides general information, and directs callers to the appropriate department or resource as needed.
Assists patrons with Player's Club membership enrollment, player card issuance, account maintenance, and promotional participation.
Answers questions regarding promotions, drawings, rewards, benefits, eligibility requirements, and casino programs.
Explains promotions, programs, benefits, rewards, and requirements in a clear and understandable manner to guests with varying levels of experience, understanding, and familiarity with casino operations.
Determines guest needs and provides appropriate assistance, referrals, or solutions.
Maintains a calm, professional, and helpful demeanor when interacting with frustrated, upset, confused, or dissatisfied patrons.
Partners with internal departments to resolve guest concerns and ensure appropriate follow-up when needed.

Data Entry & Administrative Support

Accurately enters and maintains patron information within the casino management system.
Creates and updates Player's Club accounts and customer demographic information.
Maintains spreadsheets, databases, and other records as required.
Enrolls patrons and applies promotional offers, rewards, bonus play, and other incentives in accordance with established procedures and gaming rules.
Issues complimentary gifts and promotional items in accordance with established procedures and gaming rules.

Operations & Compliance

Maintains knowledge of and follows all applicable laws, regulations, policies, procedures, and SOPs for assigned areas.
Maintains the confidentiality, security, and integrity of patron information and player account data in accordance with applicable policies, procedures, and privacy requirements.
Completes required training and participates in continuing development opportunities.
Maintains a clean, organized, and safe work area.
Maintains adequate supplies and equipment necessary to support daily operations.
Observes and reports potential safety concerns and environmental hazards.
Remains alert to potential safety, security, or service concerns and promptly reports observations to appropriate personnel in accordance with established procedures.
Works collaboratively with team members to support operational goals and guest service standards.
Maintains professionalism, attendance, punctuality, and adherence to Chickasaw Nation standards.
May provide break coverage or assist in other operational areas as assigned.
Performs all other duties as assigned.

Competencies / Knowledge, Skills and Abilities

Ability to provide exceptional customer service in a guest-facing environment.
Ability to communicate clearly, professionally, and effectively with individuals from diverse backgrounds and varying levels of understanding.
Ability to explain promotions, benefits, rewards, and program requirements in a clear and understandable manner.
Ability to remain calm, professional, and solution-focused during difficult customer interactions.
Ability to de-escalate routine customer frustrations through active listening, empathy, and effective communication.
Ability to accurately enter, update, and maintain customer information and records.
Ability to learn and accurately use specialized casino management and player tracking systems.
Ability to accurately enter patron information, enroll guests in promotions, issue rewards, and apply promotional offers using established procedures.
Ability to follow detailed procedures while maintaining accuracy in customer records and promotional transactions.
Strong attention to detail and data-entry accuracy.
Ability to maintain strict confidentiality and appropriately handle sensitive patron, player account, and business information..
Ability to follow written and verbal instructions.
Ability to read, understand, and apply policies, procedures, regulations, and operational guidelines.
Ability to work effectively in a team-oriented environment.
Demonstrated honesty, reliability, accountability, and professionalism.

Skills

Proficient in basic computer applications, including Microsoft Office products.
Ability to accurately enter and maintain customer information in computerized systems and databases.
Ability to learn and effectively utilize casino management, player tracking, and promotional software systems.
Ability to type a minimum of 25 words per minute.

Education

High School Diploma, GED, or equivalent.

Experience

No prior experience required.
Previous customer service, hospitality, front desk, reception, retail, cashier, banking, or administrative experience is a plus.

Credentials

Must pass a gaming background check.
Must successfully complete Title 31 training relevant to the position.
Must pass a pre-employment drug test with a negative result.

Physical Requirements

Ability to sit for extended periods, up to 80% of the shift.
Ability to stand for extended periods, up to 50% of the shift.
Ability to walk for extended periods, up to 25% of the shift.
Ability to lift and/or carry up to 50 pounds.
Requires visual acuity for detail, distance, color, and depth perception.
Requires manual dexterity.
Ability to use a computer for up to 75% of the shift.

Working Conditions

Works evenings, weekends, holidays, and occasional extended hours based on operational needs.
Casino environment with exposure to secondhand smoke.
Bright and flashing lights may be present.
Elevated noise levels, ringing bells, and large crowds may be present.
Frequent interaction with guests and customers throughout the shift.
Team-oriented environment.
Regular use of computers and specialized casino management systems.

Training It is the responsibility of each employee to attend required training for their position or profession as determined by their line of support (LOS) or the leadership of the Chickasaw Nation. It is the responsibility of those who supervise, manage or otherwise lead employees or teams to ensure each employee has access to and receives all required training.

Mission, Vision & Core Values
Mission: To enhance the overall quality of life of the Chickasaw people.
Vision: To be a nation of successful and united people with a strong cultural identity.
Core Values: The Chickasaw People, Cultural Identity, Servant Leadership, Selflessness, Can Do Attitude, Perseverance, Stewardship, Trust and Respect, Loyalty, Honesty and Integrity, Teamwork