JOB RESPONSIBILITIES:

• Creates and ensures a fun-filled, entertaining and exciting environment where the flawless delivery and execution of service excellence is paramount.
• Provides guests with fast, fun, and friendly service and clearly articulates expectations and standards to the team.
• Acts as a role model and coaches while developing employee’s knowledge of ongoing promotions and marketing campaigns.                       
• Ensures adherence to department & company procedures and compliance with Delaware Lottery Rules and Regulations and other regulations as required.
• Responsible for handling sensitive information in the overall operation of Player Rewards.
• Responsible for staffing to include interviewing and selecting candidates.
• Ensures that all Marketing kiosks are functional and stocked with proper levels of thermal paper.
• Maintains player card stock and operational functionality of card replacement kiosk.
• Provides feedback to the Marketing department on the operation, customer response, and execution of all promotions and giveaways.
• Works directly with the marketing team to develop, design, and initiate kiosk promotions.
• Works productively in a fast-paced environment and effectively communicates with co-workers as well as Executive Management to include the reporting of any problems or areas for improvement.
• Maintain professionalism at all times when working with other team members and guests.
• Ability to resolve both guest and team member complaints and concerns with professionalism and efficient follow-up.
• Performs all other duties as assigned.

JOB REQUIREMENTS:

• Four (4) to Six (6) years previous customer service supervisory experience in gaming preferred.
• Must be able to successfully complete the background check and licensing process, required by the Delaware Lottery.
• Knowledge of Microsoft Windows systems required.
• Act with discretion and maintain confidentiality in handling sensitive information.
• Must be able to work a flexible schedule according to business needs, including evenings, weekends and holidays.
• Ability to consistently comprehend, retain, and/or execute written, verbal and/or demonstrated directions, explanations and guidance.
• Experience and/or exposure to long-term planning and proposals to senior management a plus.
• Prior experience in the management of a large staff.
• Must possess strong leadership, interpersonal, customer relations and communications skills.
• Must be able to lift, pull, or push up to fifty (50) lbs. without difficulty.