Seneca Gaming Corporation · 3 weeks ago
Exec Dir Of Customer Service
Niagara Falls, NY
Full-time
Onsite
Director/Executive
10+ years expSeneca Gaming Corporation is seeking an Executive Director of Customer Service to oversee and optimize the customer service operations at all SGC properties. The role focuses on ensuring exceptional guest experiences and maintaining high service standards while fostering a culture of excellence in customer satisfaction.
Gambling & Casinos
Responsibilities
Develop and implement customer service strategies aligned with the SGC's goals and values
Establish and enforce service standards and protocols to ensure consistency and excellence in guest interactions across all touchpoints
Create and communicate well-defined guest service expectations and appropriate processes to help team members meet guest service goals
Continuously innovate and improve customer service processes to elevate the overall guest experience
Coordinate training programs to equip staff with the skills needed to provide exceptional service, including conflict resolution and effective communication
Implement measures to monitor, assess, and maintain high-quality service levels, addressing any shortcomings promptly
Collaborate with other departments to ensure a seamless and integrated guest experience, including assisting with revising department processes and/or policies
Ensure that customer service practices adhere to regulatory requirements and industry standards
Execute programs to recognize and reward employees who provide excellent guest service
Use analytical skills and ability to produce reports and data trending to influence key leaders to understand the interdependency of service components
Utilize guest feedback, surveys, and other metrics to analyze trends, identify areas for improvement, and make data-driven decisions
Prepare accurate and informative reports containing conclusions and recommendations
Oversee the handling of guest complaints and escalations, ensuring swift and satisfactory resolution
Lead, mentor, and inspire a diverse team of customer service representatives, supervisors, and managers
Conduct observations, focus groups, and informal guest intercepts in order to evaluate effectiveness of key service delivery systems
Observe team member and guest interactions to proactively identify existing or potential service failures and discuss areas for improvement to prevent future service breakdowns
Build relationships with department leaders at all properties and hold meetings regularly to review customer service data, validate the utility and accuracy of the data being used for decision making purposes, and educating departments on data interpretation
Communicate with the senior management team on an on-going basis relative to customer service strategy and progress
Research new and innovative ways of improving guest satisfaction and work applications
Work with vendors to make continuous improvements to customer service applications and programs
Maintain a current understanding of all policy and guidelines regarding information security including the Seneca Gaming Corporation Acceptable Use Policy. Understand and comply with all information security policies and procedures at all times
Provide exceptional customer service to all patrons and communicate in a pleasant, friendly and professional manner at all times. Maintain a professional work environment with supervisors, managers and staff
Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies
Must complete all required SGC Training programs within nine (9) months from commencement of employment
Attend all necessary meetings
Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed. Hours are determined by a 24-hour schedule
Qualification
Required
Must be 18 years of age or older upon employment
Bachelor's Degree required
Must have ten (10) years of casino management experience
Must have five (5) years of customer service experience in a casino atmosphere that includes gaming customer service experience
Must have experience in developing and interpreting data analytics and KPI's; preparing recommendations on performance improvement measures; and assessing strategic improvement initiatives
Must have excellent computer skills including advanced skills in Excel, Word, PowerPoint, and database management
Must have experience with Gaming systems: (ACSC, Bally BI, etc)
Must have excellent customer service skills
Must possess and maintain a valid driver's license and be able to substantiate a safe driving record within the parameters acceptable to our liability insurance carrier
Must have strong analytical skills as demonstrated by interpretation of complex statistical trending data
Must work well in a team environment
Must be available to work weekends, holidays and peak times, as needed
Must demonstrate excellent verbal and written communication skills
Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
Must possess interpersonal and negotiating skills necessary to manage others and communicate with all levels of management and clientele
Ability to use discretion and maintain confidentiality when handling sensitive material
Ability to plan long-term goals and the financial knowledge necessary to develop and maintain detailed financial records
Must be able to stand, walk, and move through all areas of the casino/hotel
Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino/hotel environment and effectively deal with customers, management, employees, and members of the business community in all situations
Must have adequate manual dexterity to operate office equipment
Occasional light lifting required
Occasional travel necessary
Preferred
Six Sigma / Continuous Improvement certification preferred
Company
Seneca Gaming Corporation
Since opening Seneca Niagara Casino in 2002, Seneca Gaming Corporation has grown into one of the largest private sector employers in Western New York, with 4,000 employees at its three locations.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Rod Centers
Chief Operating Officer
Melissa Free
SVP Chief Marketing Officer
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