Manager of Customer Service

About this role

The Manager of Customer Service is responsible for supporting the execution of enterprise-wide customer service initiatives and ensuring established service standards are consistently implemented across assigned SGC properties and departments. This position focuses on operational execution, team member coaching, service monitoring, and guest experience support to help reinforce the company’s brand promise and customer service culture. The Manager of Customer Service works closely with operational leaders and frontline teams to ensure customer service programs, training initiatives, service recovery expectations, and guest engagement standards are effectively carried out on a daily basis. All functions will be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards and objectives and in compliance with the SGC’s Gaming Compact and all other applicable laws and regulations. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: 1.    Support the implementation and execution of enterprise-wide customer service initiatives, standards, and programs established by the Executive Director of Customer Service.  2.    Reinforce the company’s brand promise and customer service expectations through daily interaction, coaching, and operational support.  3.    Conduct routine observations of guest and team member interactions to ensure compliance with established service standards and identify opportunities for improvement.  4.    Provide coaching and immediate feedback to team members and supervisors regarding guest service delivery and service recovery techniques.  5.    Assist with the coordination and facilitation of customer service training programs and ongoing service reinforcement initiatives.  6.    Partner with department leaders to support the implementation of department-specific service standards, service recovery tools, and guest experience initiatives.  7.    Monitor guest feedback channels, survey results, and service-related trends; communicate findings and operational concerns to leadership.  8.    Assist in resolving guest concerns and service recovery situations in a timely and professional manner.  9.    Support customer service recognition and engagement programs by identifying team members who demonstrate exceptional service behaviors.  10.    Maintain accurate records of service observations, coaching conversations, guest concerns, and follow-up actions.  11.    Assist with compiling and preparing operational customer service reports, KPI tracking, and trend summaries.  12.    Participate in meetings with operational leaders to review service performance, discuss opportunities for improvement, and reinforce accountability to customer service standards.  13.    Support implementation and utilization of customer feedback programs, service tools, and related applications.  14.    Ensure customer service practices are consistent with company policies, regulatory requirements, and information security standards.  15.    Develop and conduct train-the-trainer sessions for Departments and Managers as needed. 16.    Collect and analyze training related trends and metrics; and make data driven decisions to enhance. performance and culture. 17.    Evaluate training program results and objectives to ensure alignment with corporate goals and strategies.   18.    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. 19.    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. 20.    Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies. 21.    Must complete all required SGC Training programs within nine (9) months from commencement of employment. 22.    Attend all necessary meetings. 23.    Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed.  Hours are determined by a 24-hour schedule.

QUALIFICATIONS/REQUIREMENTS:  Education/Experience: 1.    Must be 18 years of age or older upon employment. 2.    Bachelor’s Degree preferred (or equivalent work experience). 3.    Three (3) to five (5) years of department manager experience required. 4.    Must have five (5) years of experience providing customer service in a gaming and/or hospitality environment. 5.    Experience in a gaming customer service environment preferred. 6.    Experience reviewing service performance metrics and supporting improvement initiatives. 7.    Proficiency in Microsoft Excel, Word, and PowerPoint. 8.    Must have excellent customer service skills. 9.    Strong interpersonal, coaching, and communication skills. 10.    Familiar with a wide variety of the training concepts, practices and procedures within the training field. 11.    Experience conducting training needs analysis and evaluating training programs. 12.    Proven training experience that demonstrates a wide degree of creativity and latitude. 13.    Ability to interpret operational reports and identify performance gaps. 14.    Must work well in a team environment. 15.    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. 16.    Must work well in a team environment.

Language Skills and Reasoning Ability: 1.    Must demonstrate excellent verbal and written communication skills.  2.    Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner. 3.    Must possess interpersonal and negotiating skills necessary to manage others and communicate with all levels of management and clientele. 4.    Ability to use discretion and main

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