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Specialist - Customer Service

Bally’s Dover
Dover, DE
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Major Focus

Enroll guests into Players Club. Communicate specific event and promotion information to all guests. Redeem comp dollars for merchandise to our guests and complete all duties associated with the redemptions.

Essential Functions
  • Provide efficient, friendly, courteous, and timely customer service to all guests.
  • Process new Players Club Members, obtaining complete contact information.
  • Issue duplicate Players Club cards.
  • Follow up and answer questions on all guest concerns using available resources.
  • Maintain full and complete property and marketing information.
  • Follow proper data entry standards.
  • Perform routine upkeep of accurate Players Club member account information.
  • Handle transactions both via telephone and face to face interactions.
  • Utilize the Casino Marketing System (CMS) to deliver personalized service to Players Club members.
  • Utilize LMS system to ensure proper amenities are available to hotel guests.
  • Handle all aspects of Casino amenities when it comes to the bus program run by Hotel Sales.
  • Maintain full knowledge of all the various IVIEW DM EBS promotions.
  • Answer all customer IVIEW DM questions and provide coding for all IVEW DM DRB promotions.
  • Educate customers on the various IVIEW DM EBS promotions and showing how to redeem promotions.
  • Handle all cash prizes won through IVEW DM EBS promotions
  • Maintain full and complete knowledge of Free Slot Play programs.
  • Maintain knowledge of and be able to navigate through the Dover Downs website.
  • Maintain knowledge of the Point Inquiry database and the iGaming database.
  • Maintain complete working knowledge of online Fun Play Bonus Game and online gaming.
  • Redeem customer amenities through Offer Craft program.
  • Maintain full knowledge and operation of the Casino football promotion.
  • Issue comps for patrons to outlets in the Casino based on the offer they received.
  • Issue discretionary comps to patrons based on play and available comp guidelines.
  • Act as a point of contact for patrons to reach their Casino Host when on property.
  • Maintain positive relations with patrons whom are not Casino Host coded to ensure a continued positive experience.
  • Maintain all aspects of Elite pictures for patron player cards.
  • Work with all other front line departments to ensure guest satisfaction.
  • Operate as the first point of contact for patrons concerning all things related to the Casino.
  • Multi-task during peak hours of business, including face-to-face interactions and telephone interactions with our guests.
  • Build a strong rapport with the Casino clientele. Create loyalty with our patron base including new and existing members.
  • Run all Players Club promotions such as mid-week and Sundays, including awarding prizes and making PA announcements.
  • Handle redemptions of comp dollars for Players Club members.
  • Refund Elite and Platinum member ATM fees.
  • Correct database response for promotions and events.
  • Maintain inventory/stock at the Players Club.
  • Maintain cleanliness of the 2nd floor stock room.
  • Distribute and inventory guest promotional materials.
  • Attend meetings as required.
  • Responsible for the cleanliness of assigned work area; perform light cleaning duties.
  • Work safely, following all established safety rules and regulations.
  • Follow all relevant policies and procedures.
  • Provide exceptional customer service.
  • Communicate effectively with co-workers, supervisors and guests.
  • Follows all relevant policies and procedures
Additional Functions
  • Perform other duties as assigned.
  • Prior customer service experience required
  • Must possess high school diploma or GED or equivalent work experience
  • Must possess good communication skills
  • Must be able to report to work on time as scheduled
  • Must be able to work weekends, holidays and nights as needed
  • Must be able to successfully pass a background check and receive a license from the DE Lottery
  • Must present an overall professional appearance and report to work in appropriate attire
  • Must be able to speak, read and write English.

The above description denotes some of the specific characteristics which are necessary to perform the principal functions of the job and are not intended to be a description of all the work requirements that may be inherent in the position.

Bally’s Dover is an equal opportunity employer.

Addendum To Job Description

These are physical and mental requirements of the position as it is typically performed. Inability to meet one or more of these physical or mental requirements will not automatically disqualify a candidate or employee from the position. Upon request for a reasonable accommodation, the Company will review for reasonableness, depending on the requirement, the essential functions to which it relates, and the proposed accommodation.

Physical Requirements




Pull ( 25 pounds)



Color Perception

Climb, Ascend/Descend (Stairs, Ladders)

Stoop /Kneel /Crouch


Hearing / Listening


Lift ( 25 pounds)



Clear Speech / Talking


Carry ( 25 pounds)




Drive (local / long distance)

Repetitive Motion

Dexterity /Hand

Walk for Extended Periods


Dexterity /Fingers


Stand for Extended Periods

Reach (Above Shoulder)


Push ( 25 pounds)


Sit for Extended Periods


Mental / Reasoning Requirements


Reading – Simple


Writing – Simple

Advanced Math Skills

Reading – Complex

Writing – Complex

Analysis / Comprehension




Basic Math Skills

Judgment / Decision Making

Work Environment


Shift Work


Pressurized Equipment


Works Alone

Extreme Heat

Moving Objects


Works with Others

Extreme Cold

High Places


Verbal Contact with Others


Extreme Noise

Fumes / Odors


Face-to-Face Contact

Mechanical Equipment

Hazardous Materials



Electrical Equipment

Dirt / Dust


The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified.

Compensation: $12.00 per hour

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Bally’s Dover is a unique Four Diamond casino hotel conveniently located in the heart of the Mid-Atlantic region. Our smoke-free casino features 33 table games such as Craps, Mini Baccarat Macau Style with Dragon Bonus, Blackjack, Roulette, Emperor's Challenge Pai Gow Poker, High Card Flush, 3 Card Poker with 6 card bonus bet, Player's Edge 21+3, Heads Up Hold'Em, and Cajun Stud. Players also enjoy 2,200 slot machines, including progressives and penny machines all the way up to $100 slots.

Our luxurious AAA-rated Four Diamond casino hotel is the largest in Delaware with 500 well-appointed guest rooms and suites. The stunning Rollins Center® ballroom and well-equipped breakout rooms accommodate conventions, corporate meetings, banquets, weddings and celebrations of many kinds.

Bally's Dover Casino Resort offers a wide variety of dining options from New York-style deli to a gourmet steak and seafood restaurant.  Casual dining includes family-style Italian, specialty seafood, station-style buffet, two gourmet coffee and pastry shops and more. Food & beverage venues include Gr8 Burgers, Jerry Longo's Meatballs & Martinis, Macau Kitchen Express, The Royal Prime, Sugar Factory, Sweet Perks Too and the Winner's Circle Restaurant.

Toppers Spa/Salon offers exquisite spa treatments and salon services in a tranquil setting.  Our shops include Godiva, Swarovski, The Colonnade Marketplace and Fashions of The Colonnade featuring trendy and classic designer apparel and accessories.

World-class sports action awaits with live harness racing from November to April with a liberal purse structure to attract the best horses and drivers from Delaware, Maryland, Pennsylvania, New Jersey, New York, Ohio and Canada.

Guests can wager on harness and thoroughbred horse racing from across the country, 363 days a year in our Race & Sports Book, in addition to professional football sports betting. Our casino hotel adjoins Dover International Speedway®, which hosts two thrilling NASCAR® race weekends each year.

We feature some of the best live entertainment in our region as well as live boxing events.

Our parent company, Bally’s Corporation is a global casino entertainment company with a growing presence including award-winning casinos and resorts, as well as a broad portfolio of digital sports betting and casino offerings.With approximately 10,500 employees spread in offices around the world, Bally’s Corporation is one of the fastest-growing competitors in our field. Company assets within the United States include 15 casinos, a horse racing track, and access to online sports betting licenses in 18 states. Our casino operations boast an impressive total collection of over 15,000 slot machines, 500 table games, and 5,300 hotel rooms.