Customer Service

  1. OKLAHOMA CITY,OK
  2. Sep 11, 2019
  3. Retail : General Restaurant
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Job Details Experienced REMINGTON PARK RACING & CASINO - OKLAHOMA CITY, OK Full Time 2 Year Degree Undisclosed None 11:00 pm - 7:00 am Customer ServiceDescription

  • Supervises the activities of the officers assigned to his/her shift.
  • Plans and directs all security related activities on assigned shift.
  • Ensures effective communication between all areas of the building and casino as it relates to the guest experience.
  • Provides coaching counseling and recommendations for recognition to encourage excellent performance in all areas.
  • Patrols the casino and adjacent buildings.
  • Provides on the job training for security officers.
  • Investigates complaints of employees and makes recommendations to the manager.
  • Schedules and evaluates personnel in accordance with departmental operating standards; specifically, supervises the activity of officers to provide physical security for all guests, employees and company property.
  • Conducts property internal investigations involving employee or customer related activities or incidents.
  • Prepares follow-up to criminal reports when necessary.
  • Prepares Security Incident or Accident Reports as required.
  • Provides excellent customer service and employee relations.
  • Must be knowledgeable and ensures compliance with all applicable regulations, laws, internal policies/procedures, and internal control protocols.
  • Issues written and oral instructions.
  • Assigns duties and examines work for exactness, neatness, and conformance to policies and procedures.
  • Studies and standardizes procedures to improve efficiency of subordinates and maintains harmony among workers and resolves issues of concern.
  • Performs other related duties as may be assigned by reporting senior.
  • Employee may work in close proximity to horses.
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  • CORE COMPETENCIES & EQUIPMENT KNOWLEDGE:

  • Leadership: Able to assume a role of authority as necessary; set an example for coworkers; delegate responsibility and empower employees to make decisions; provide constructive feedback to others.
  • Energizing Others: Able to exhibit a can-do approach and inspire employees to excel; use competition to encourage others; develop performance standards and confront negative attitudes; develop a team spirit.
  • Influence & Persuasion: Able to convince others in both positive and negative circumstances; use tact when expressing ideas or opinions; present new ideas to authority figures; adapt presentations to suit a particular audience; respond to objections successfully.
  • Initiative: Able to bring about great results from ordinary circumstances; prepare for problems or opportunities in advance; transform leads into productive business outcomes; undertake additional responsibilities and respond to situations as they arise without supervision.
  • Innovation: Able to challenge conventional practices; adapt established methods for new uses; pursue ongoing system improvement; play with concepts and ideas to create novel solutions to problems; evaluate new technology as potential solutions to existing problems.
  • Resource Management: Able to control one’s own time and time of direct reports; prepare budgets and spend money wisely; ensure that people have needed equipment; identify and fulfill staffing needs.
  • Visioning- Able to pursue potential expansion opportunities for the organization; champion radically different ideas and be a leader in the market, identify long-term goals and invest appropriate resources as needed; communicate vision in a way that inspires others.
  • Conflict Management: Able to use a win-win approach to resolve controversy; stay objective and fair when dealing with sensitive situations; maintain constructive working relationships despite disagreement.
  • Negotiating: Able to obtain agreement from multiple parties; earn trust while working out a deal; use good timing and carefully calculated strategies when bargaining; communicate high value of services; identify hidden agendas that might interfere with resolution of terms.
  • Attention to Detail: Able to follow detailed procedures and ensure accuracy in documentation and data; carefully monitor processes; concentrate on routine work details and organize and maintain a system of records.
  • Communication: Able to clearly present information through the spoken or written word; read and interpret complex information; talk with customers or employees; listen well.
  • Continuous Learning: Able to stay informed of current industry trends; learn and apply new concepts and demonstrate career self reliance; identify own areas of opportunity and set and monitor self-development goals.
  • Willingness to Serve: Able to demonstrate a high level of service delivery to do what is necessary to ensure customer satisfaction; deal with service failures and prioritize customer needs.
  • Flexibility: Able to remain open-minded and change opinions on the basis of new information; perform a wide variety of tasks and change focus quickly as demands change; manage transitions effectively from task to task; adapt to varying customer needs.
  • Quality: Able to maintain high standards despite pressing deadlines; establish high standards and measures; do work right the first time and inspect materials for flaws; test new methods thoroughly; reinforce excellence as a fundamental priority.
  • Integrity: Able to be tactful, maintain confidences, and foster an ethical work environment; prevent inappropriate behavior by coworkers; give proper credit to others; handle all situations honestly.
  • Respect: Able to adapt behavior to others’ styles, interact with people who have different values, culture, or backgrounds, be of service to difficult people, optimize the benefits of having a diverse workforce. Able to develop rapport with others and recognize their concerns and feelings; build and maintain long-term associations based on trust; help others.
  • Policies, Process, Procedures: Able to act in accordance with established guidelines; follow standard procedures in crisis situations; communicate and enforce organizational policies and procedures; recognize and constructively conform to written rules or practices.
  • Team Centered- Able to share due credit with coworkers; display enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and solicit opinions from coworkers; display team spirit.
  • Equipment Knowledge-Able to operate various types of office equipment including, but not limited to; personal computers, printers, 10 key adding machines, copy machines, FAX machines, telephone, typewriter, and other departmental related systems.
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  • SAFETY RESPONSIBILITES:

    Personal Protective Equipment - OSHA requires that each supervisor perform an assessment of the hazards of their work area to determine the type of protective equipment needed. This review must be documented and given to their immediate supervisor.

    Employee Training - Supervisors are responsible to assure that each new team member, whether temporary or permanent, receives appropriate safety training at the start of employment. Supervisors should use their department specific safety training as the means for training new employees. This training, once completed and signed, should be given to Human Resources to be maintained in the team member's personnel file. The written Safety Plan, required for all work areas where hazardous materials or equipment are used, also serves as the basis for employee safety training.

    Self Inspections - Each supervisor is required to conduct regular inspections of their work area. As a minimum, an annual inspection of the work area using the Supervisor's Safety Inspection Checklist is required for each supervisor required to complete a safety plan. The most recent Supervisor's Safety Inspection Checklist must be retained with the supervisor's copy of the safety plan in the work area.

    Corrective Action Closure - Supervisors must assure that corrective action is taken and completed on deficiencies noted through inspections conducted using the Supervisor’s Safety Inspection Checklist, their own self inspections, or resulting from investigations of accidents and incidents. In some cases, it will be necessary to follow up on corrective action requests submitted. Supervisor must be persistent in obtaining closure on corrective action requests.

    Team Member Involvement - Supervisors should involve their team members in their accident prevention activities. Team member observation and feedback to correct at-risk behaviors of coworkers and praise safe behaviors is an effective and recommended technique. Teams of employees and peers for investigating accidents and incidents and to perform workplace inspections are also recommended.

    Accident and Injury Reporting - It is the supervisor's responsibility to report all accidents or injuries that occur to their team members while at work. Each supervisor must ensure that any team member who is injured while at work and who requires medical attention above basic first aid is sent to McBride for evaluation.

     

    ESSENTIAL JOB FUNCTIONS:

    The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 pounds and push, pull, or drag up to 100 lbs. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

     

    While performing the duties of this job, the employee is regularly exposed to risks associated with travel between buildings and back and forth to other areas as may be required due to business demands. The employee is occasionally exposed to fumes or airborne particles, including second-hand environmental smoke. The employee may be exposed to the risks associated in attempting to resolve issues with extremely irate or difficult guests or staff members. The noise level in the work environment varies from light to moderate.

     

    Qualifications

     

  • Associates Degree in Criminal Justice, Risk Management, or equivalent combination of education and experience required; must also be CLEET 4 Certified.
  • One to two years of supervisory experience, with an emphasis in all areas of security operations, asset protection, employee safety.
  • Must have an In-depth knowledge of federal/state laws and local ordinances or regulations pertaining to security surveillance, life/safety requirements, and applicable elements of employment law.
  • Experience with and knowledge of applicable federal, state, and/or regulatory agency reporting requirements regarding security and gaming surveillance.
  • Strong leadership skills and customer service orientation required.
  • Must be able to work effectively with peers, staff members, and regulatory agency personnel.
  • Strong computer skills to include effective working knowledge of Microsoft Office Products. Knowledge of security related management, information and reporting systems preferred.
  • Strong written and oral communication skills required.
  • Ability to solve problems and deal with a variety of situations where only limited standardization exists.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

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