Exec Dir Of Customer Service

The Executive Director of Customer Service is responsible for Developing the enterprise-wide customer service strategy in alignment with brand standards and embedding customer service into the company culture. The Executive Director will lead the development and implementation of all customer service initiatives. 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.    Responsible for ensuring all Team Members understand the brand promise and are equipped with knowledge and skills to deliver on the brand promise to create brand loyalty
2.    Establish baseline enterprise-wide service standards and develop and deliver training programs to ensure brand compliance and appropriate service recovery techniques are deployed across the enterprise.
3.    Collaborate with functional area leaders to create department specific service standards, training programs, service recovery tools & resources, identify KPIs, measure success and continuously improve to live our brand and be the best in our market
4.    Create and implement a recognition and reward framework in collaboration with Human Resources designed to increase team member engagement and pride 
5.    Create reporting framework and dashboards tied to KPIs to monitor success in delivering a brand-aligned customer experience.
6.    Establish and monitor structured customer feedback tools & programs
7.    Analyze service performance and guest experience data to identify trends, strengths and opportunities, establish effective routines to communicate outcomes to all management including senior management, and discuss recommendations for continuous improvement
8.    Respond to customer feedback in a positive and timely manner creating a seamless and memorable experience
9.    Lead and mentor customer service team to build an empowered, high-performing team by living our values and creating a team culture where every team member takes ownership of delivering exceptional service
10.    Responsible for managing a team including hiring, onboarding, training, coaching for success, providing performance feedback and terminating if necessary
11.    Maintain current knowledge of industry standards as well as innovative ways of improving guest satisfaction and customer service initiatives.
12.    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.
13.    Provide exceptional customer service to all guests and communicate in a pleasant, friendly and professional manner at all times.  Maintain a professional work environment with supervisors, managers and staff.
14.    Must complete all required SGC Training programs within the timeframe assigned.
15.    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.    Must have ten (10) years of management experience in a gaming and/or hospitality environment.
4.    Must have five (5) years of experience providing customer service in a gaming and/or hospitality environment.
5.    Must have excellent customer service skills.
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.    Experience with Gaming systems: (ACSC, Bally BI, etc) is preferred.
9.    Experience developing and implementing employee programs is preferred
10.    Six Sigma / Continuous Improvement certification preferred.
11.    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.
12.    Must work well in a team environment.
13.    Must be available to work evenings, 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 comm