Exec Dir Of Customer Service

The Executive Director of Customer Service is responsible for overseeing and optimizing the entire customer service operation at all SGC properties. The Executive Director of Customer Service's primary focus will be on ensuring exceptional guest experiences, maintaining high service standards, and fostering a culture of excellence in customer satisfaction. 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. Develop and implement customer service strategies aligned with the SGC's goals and values.2. Establish and enforce service standards and protocols to ensure consistency and excellence in guest interactions across all touchpoints.3. Create and communicate well-defined guest service expectations and appropriate processes to help team members meet guest service goals.4. Continuously innovate and improve customer service processes to elevate the overall guest experience.5. Coordinate training programs to equip staff with the skills needed to provide exceptional service, including conflict resolution and effective communication.6. Implement measures to monitor, assess, and maintain high-quality service levels, addressing any shortcomings promptly.7. Collaborate with other departments to ensure a seamless and integrated guest experience, including assisting with revising department processes and/or policies.8. Ensure that customer service practices adhere to regulatory requirements and industry standards.9. Execute programs to recognize and reward employees who provide excellent guest service.10. Use analytical skills and ability to produce reports and data trending to influence key leaders to understand the interdependency of service components.11. Utilize guest feedback, surveys, and other metrics to analyze trends, identify areas for improvement, and make data-driven decisions.12. Prepare accurate and informative reports containing conclusions and recommendations13. Oversee the handling of guest complaints and escalations, ensuring swift and satisfactory resolution.14. Lead, mentor, and inspire a diverse team of customer service representatives, supervisors, and managers.15. Conduct observations, focus groups, and informal guest intercepts in order to evaluate effectiveness of key service delivery systems.16. Observe team member and guest interactions to proactively identify existing or potential service failures and discuss areas for improvement to prevent future service breakdowns.17. Build relationships with department leaders at all properties and hold meetings regularly to review customer service data, validate the utility and accuracy of the data being used for decision making purposes, and educating departments on data interpretation.18. Communicate with the senior management team on an on-going basis relative to customer service strategy and progress.19. Research new and innovative ways of improving guest satisfaction and work applications.20. Work with vendors to make continuous improvements to customer service applications and programs.21. 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.22. 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.23. Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies.24. Must complete all required SGC Training programs within nine (9) months from commencement of employment.25. Attend all necessary meetings.26. 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 required. 3. Six Sigma / Continuous Improvement certification preferred.4. Must have ten (10) years of casino management experience5. Must have five (5) years of customer service experience in a casino atmosphere that includes gaming customer service experience.6. Must have experience in developing and interpreting data analytics and KPI's; preparing recommendations on performance improvement measures; and assessing strategic improvement initiatives.7. Must have excellent computer skills including advanced skills in Excel, Word, PowerPoint, and database management.8. Must have experience with Gaming systems: (ACSC, Bally BI, etc)9. Must have excellent customer service skills.10. 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.11. Must have strong analytical skills as demonstrated by interpretation of complex statistical trending data.12. Must work well in a team environment.13. Must be available to work weekends, holidays and peak times, as needed. 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 maintain confidentiality when handling sensitive material.5. Ability to plan long-term goals and the financial knowledge necessary to develop and maintain detailed financial records. Physical Requirements and Work Environment:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. When on the casino floor, the noise levels increase to loud. Must be able to work in an environment where smoking is permitted.1. Must be able to stand, walk, and move through all areas of the casino/hotel.2. Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino/hotel environment and effectively deal with customers, management, employees, and members of the business community in all situations.3. Must have adequate manual dexterity to operate office equipment.4. Occasional light lifting required.5. Occasional travel necessary. Salary Starting Rate:$143,000.00 Compensation is negotiable based on experience and education. Each position has varying minimum qualifications. In the absence of fully qualified candidates, some requirements may be waived. Welcome to Seneca Gaming Corporation!We are thrilled that you are considering joining our team. At Seneca Gaming, our mission is to provide the best place to work and play. Our dedication to this mission is reflected in our BEST Service Standards!We prepare our team members by incorporating our values in the BEST 8 hours of the day! We believe by prioritizing the well-being of our team members and guests, we will exceed expectations as long as every team member uses their voice that brings out the best in Seneca Gaming Corporation. We are committed to sustainable practices that ensure long-term growth and stability for the future workforce at SGC! If you're passionate about delivering exceptional service and being part of a dynamic and supportive team, we invite you to apply and join us in making Seneca Gaming the best place to work and play.Thank you for considering Seneca Gaming Corporation. We look forward to receiving your application and learning more about how you can contribute to our outstanding team.Warm regards, The Seneca Gaming Corporation Team Don't see the job you are looking for? 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Created: 2026-03-10