Customer Support Representative Jobs in Virginia

Colonial Downs Group (CDG) is owned and operated by Churchill Downs Incorporated and consists of several different brands across Virginia: Colonial Downs Racetrack, Rosie’s Gaming Emporium, Rosie’s Game Room, Virginia Horseplay, Roseshire Gaming Parlor and The Rose Gaming Resort. CDG is an inclusive and fun place to work. We celebrate unique approaches and points of view. We believe diversity is a mindset that drives excellence. We’re always learning, evolving, and growing. We innovate through mutual respect of ideas and collaboration. This allows us to build a common language that inspires our team members and propels us toward the achievement of our vision.

JOB SUMMARY

The Players Club Representative performs all applicable transactions and serves as Guest contact. The Team Member may be required to work long hours, including nights, weekends, and holidays.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for performing verifications on loose and bundled money, coin transactions and check cashing.
• Processes jackpots, cashes checks, cash advances, redeems valid gaming tickets received from patrons for an equivalent amount of cash. Other transactions may occur.
• Safeguards company assets and adheres to all player services policies and procedures to include Internal Control Policies and Procedures, state regulations, Bank Securities Act, Title 31 Rules and Regulations, and the company’s Responsible Gaming Plan.
• Maintains and is held accountable for all funds entrusted on an assigned shift.
• Monitors for fraud, forged/counterfeit currency and/or tickets.
• Balances all funds under his/her responsibility and prepare reconciliation reports accordingly.
• Ensures that the cash inventory and keys are always well secured.
• Identifies and gathers information on valuable guests through observation, analysis, personal contact, and service.
• Executes guest loyalty, relationships, and direct marketing programs. Provides services to respond to guest requirements.
• Accurately and efficiently performs data entry tasks associated with Players Club memberships.
• Reports and updates Player accounts using Player tracking database.
• Possesses and maintains thorough knowledge of all special events, promotions, advertising campaigns and community events.
• Displays superior people skills and project mature presence and confidence.
• Follows all standard operating procedures and cash handling procedures.
• Maintains inventory and orderly workstation.
• Performs duties related to stocking of inventory.
• Utilizes promotion system for reprint of guest promotional materials.
• Knowledge of the ability to process OTB transactions and processes OTB Taxable wins as required.
• Performs other duties as assigned.

REQUIRED SKILLS AND ABILITIES

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Ability to formulate and communicate ideas.
• Knowledge of cash handling procedures, financial controls, and regulatory requirements.
• Knowledge of cash regulations, compliance requirements, and best practices.
• Proficient with Microsoft Office Suite and cash management systems.

EDUCATION AND EXPERIENCE

• High school diploma or equivalent required.
• Cash handling and guest service experience preferred.
• A combination of education and experience may be considered.
• Must obtain and maintain valid Virginia Racing Commission License.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

• The Team Member may be required to stand and walk for extended periods of time.
• While performing the duties of this job, the Team Member is frequently required to sit or stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
• The Team Member may be required to lift and/or move up to 25 pounds.
• The Team Member may be required to work long hours, including nights, weekends, and holidays.
• The noise level in the work environment is usually moderate to loud.
• The Team Member may be exposed to smoke when on the floor of the gaming room.

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Colonial Downs Group is an equal opportunity employer committed to diversity and inclusion. We encourage qualified individuals from all backgrounds to apply. If you are passionate about marketing and thrive in a fast-paced environment, we want to hear from you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.