PENN Entertainment, Inc. is North America’s leading provider of integrated entertainment, sports content, and casino gaming experiences. The VIP Associate role focuses on assisting the VIP team to build and maintain Player Loyalty Retention Operations, expedite payments, and engage players through tailored rewards and promotions.
Responsibilities
- Communicate with VIPs in a professional manner
- Answers VIPs questions in a manner that reflects an understanding of the department and property in general
- Execute applying bonuses and expediting payments and withdrawals for players and VIP Host team players while adhering to all VIP policies and guidelines, including responsible gaming policies
- Develop relationships and offer tailored rewards through regular correspondence
- Drive key VIP sales metrics, contributing to customer engagement, and net revenue
- Research VIP competitor activity in each market
- Communicate different promotions that the sportsbook and casino is offering
- Demonstrate empathy and care with VIPs to ensure that their issues are resolved promptly and thoroughly
- Collaborate with the Marketing Team to identify who is a VIP player and who needs expedited service when requested
- In partnership with the CRM team identify unique and creative ways to establish value for high end players
- Complete applicable workflows to meet player satisfaction criteria
- Attend and assist with VIP events as needed
- Must be available nights, weekends and holidays as needed
- Perform other duties as assigned
Skills
- Must be at least 21 years of age
- Experience with sports betting, gaming economies, and player behavior strongly requested
- Some previous sales experience required
- Excellent relationship building skills
- Excellent problem-solving abilities
- Ability to travel (up to 50% of the time) to attend and assist with running VIP events
- Must be able to qualify for licenses and permits required by federal, state and local regulations
- Comfort working in a fast-paced, highly collaborative, and entrepreneurial environment
- Willingness to travel and work nights and weekends
- Passionate about providing top level service
Benefits
- Commission under the terms of an applicable plan
- Bonus
- Best-in-class benefits to eligible employees
Company Overview
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