Fontainebleau Rewards Representative - On-Call

at  Fontainebleau Las Vegas

POSITION OVERVIEW

A Fontainebleau Rewards Representative for a Casino is responsible for providing exceptional customer service to loyalty club members. This role focuses on enrolling new members, explaining program benefits, assisting with inquiries, and ensuring a positive experience that encourages customer loyalty and repeat visits to the casino.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• High school diploma or equivalent required
• Proven experience in customer service, sales, or a related field, with a strong track record of delivering exceptional customer experiences
• Excellent communication skills, both verbal and written, with the ability to communicate effectively and empathetically with customers
• Strong problem-solving skills and the ability to handle challenging situations with patience and composure
• Proficiency in using customer relationship management (CRM) software and other relevant tools for managing customer interactions
• Enthusiasm for customer loyalty and an understanding of the importance of building strong customer relationships
• Familiarity with loyalty programs and an eagerness to learn about the specific features and benefits of our loyalty club
• Positive attitude, a team player mindset, and a genuine passion for providing exceptional customer service
• Must be willing and able to work a flexible schedule to include nights, holidays, and weekends
• Work in a fast-paced, busy, and somewhat stressful environment

LANGUAGE SKILLS

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

• Serve as the primary point of contact for loyalty club members, providing assistance with inquiries, account-related issues, and program benefits
• Proactively engage with loyalty club members through various communication channels, such as phone, email, live chat, or social media, to build relationships and foster a sense of loyalty
• Assist customers in enrolling in the loyalty club, explaining the benefits and rewards available to members. Ensure a smooth onboarding experience for new club members
• Communicate and promote exclusive offers, rewards, and promotions available to loyalty club members, encouraging participation and engagement
• Address and resolve member concerns or complaints promptly and professionally, aiming to achieve customer satisfaction and loyalty
• Accurately update and maintain member information and interactions in the loyalty club database, ensuring data integrity and privacy compliance
• Actively collect feedback from loyalty club members regarding their experiences, preferences, and suggestions for program improvement
• Identify opportunities to upsell or cross-sell products or services to loyalty club members based on their preferences and purchase history
• Work closely with marketing, sales, and customer service teams to ensure alignment in messaging and a seamless customer experience across all touchpoints
• Assist in creating and distributing communications to loyalty club members, including newsletters, updates, and special event invitations
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary

SUPERVISORY RESPONSIBILITIES

This position does not have any supervisory responsibilities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• High school diploma or equivalent required
• Proven experience in customer service, sales, or a related field, with a strong track record of delivering exceptional customer experiences
• Excellent communication skills, both verbal and written, with the ability to communicate effectively and empathetically with customers
• Strong problem-solving skills and the ability to handle challenging situations with patience and composure
• Proficiency in using customer relationship management (CRM) software and other relevant tools for managing customer interactions
• Enthusiasm for customer loyalty and an understanding of the importance of building strong customer relationships
• Familiarity with loyalty programs and an eagerness to learn about the specific features and benefits of our loyalty club
• Positive attitude, a team player mindset, and a genuine passion for providing exceptional customer service
• Must be willing and able to work a flexible schedule to include nights, holidays, and weekends
• Work in a fast-paced, busy, and somewhat stressful environmen