Manager of Customer Service
$89,961–$89,961 year
On-siteNiagara Falls, New York, United States
Job Summary
Conduct daily operational support for enterprise-wide customer service initiatives across assigned SGC properties, reinforcing brand promise through direct guest interaction and team coaching. Perform routine observations of guest and staff interactions to ensure compliance with service standards, identify improvement opportunities, and provide immediate feedback on service recovery techniques. Coordinate training programs, facilitate train-the-trainer sessions, and compile operational reports, KPI tracking, and trend summaries to drive data-informed decisions. Partner with department leaders to implement service standards and resolve guest concerns, while monitoring feedback channels and survey results. Maintain accurate records of service observations and coaching conversations, ensuring all practices align with company policies, regulatory requirements, and information security standards. Work within a 24-hour schedule adhering to Seneca Gaming Corporation's attendance guidelines and training mandates.
Required Qualifications
- 18 years of age or older
- Three (3) to five (5) years of department manager experience
- Five (5) years of experience providing customer service in a gaming and/or hospitality environment
- Excellent customer service skills
- Excellent verbal and written communication skills
- Ability to resolve problems/conflicts in a diplomatic and tactful manner
- 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
- Valid driver's license
- Ability to substantiate a safe driving record within the parameters acceptable to our liability insurance carrier
- Ability to stand, walk, and move through all areas of the casino/hotel
- Physical stamina and proper mental attitude to work under pressure in a fast-paced, casino/hotel environment
- Adequate manual dexterity to operate office equipment
- Must be able to work in an environment where smoking is permitted
- Ability to work a 24-hour schedule
- Must complete all required SGC Training programs within nine (9) months from commencement of employment
- Attend all necessary meetings
Desired Qualifications
- Bachelor's Degree preferred (or equivalent work experience)
- Experience in a gaming customer service environment preferred
- Experience reviewing service performance metrics and supporting improvement initiatives
- Proficiency in Microsoft Excel, Word, and PowerPoint
- Strong interpersonal, coaching, and communication skills
- Familiar with a wide variety of the training concepts, practices and procedures within the training field
- Experience conducting training needs analysis and evaluating training programs
- Proven training experience that demonstrates a wide degree of creativity and latitude
- Ability to interpret operational reports and identify performance gaps
- Must work well in a team environment
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