• Job Description

  Req#: 37290

  Overview

  POSITION SUMMARY:

  This role will report to the Sportsbook Supervisor and be responsible for working within a team to exceed customer satisfaction expectations and enhancing the player experience by providing professional, accurate and timely assistance for all matters related to the player’s interaction with the Retail and Online Sportsbook and its related products.

  Responsibilities

  ESSENTIAL FUNCTIONS:

  (These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)

  • Record wager requests from patrons and input them into the wagering system.
  • Manage a cash drawer for taking wagers and making payouts and reconcile this drawer.
  • Commit to detecting and advising customers at risk of potential responsible gaming issues.
  • Effectively communicate T’s & C’s to customers regarding wagering rules, policies and promotional campaigns.
  • Promote and educate patrons on the availability of all sports related products and wager types.
  • Execute best business practices per company guidelines via Phone, Email and Live chat.
  • Validate and verify player documentation in accordance with company guidelines.
  • Review customers’ financial transaction history to answer questions on required documents.
  • Review customers’ game player history to answer questions on payouts and rules.
  • Proactively contact players based on real time monitoring of events.
  • Participate in our outbound sales program as time allows.

  NON-ESSENTIAL JOB FUNCTIONS:

  • Attend seminars when needed.

  KNOWLEDGE OF:

  • Sports wagering terminology a plus.
  • Office procedures, methods, and equipment including
  • Computers and applicable software applications such as word processing, email, spreadsheets, and databases to include excellent working knowledge of Microsoft Word, Excel, Outlook and PowerPoint.

  ABILITY TO:

  • Provide excellent customer service and support.
  • Communicate clearly and concisely, both orally and in writing.
  • Work efficiently in a high-volume work environment.

  Qualifications

  EDUCATION AND /OR EXPERIENCE REQUIREMENTS:

  (Related education and experience may be interchangeable on a year for year basis)High School diploma or equivalent required. Experience in the casino environment with knowledge of online and/or brick and mortar casino and sports book operations a plus.

  ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.):

  • Must obtain and maintain all licenses / certifications per Federal, State, and Illinois Gaming Board• Must successfully pass background check.• Must be twenty-one (21) years of age.• Must be able to work holidays and weekends, as well as flexible shifts.

  Additional Details

  Hard Rock Casino Rockford is an equal opportunity employer and does not discriminate because of race, color, religion, sex (including gender identity, sexual orientation, or pregnancy), national origin, age, disability, or genetic information.

  Any job posting or information about careers at Hard Rock Casino Rockford is from 815 Entertainment dba Hard Rock Casino Rockford and you will work for 815 Entertainment as your prospective employer. This means your application is submitted to and reviewed solely by this location, who will make any hiring decisions. If hired, 815 Entertainment dba Hard Rock Casino Rockford will be your employer and is alone responsible for any employment related matters.

  Age Requirements

  21+

• About the company

  Rockford Casino – A Hard Rock Opening Act delivers the legendary vibe of the Hard Rock brand including gaming, entertainment, and great food.

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