Service Technician Job at Woodbine Entertainment Group (Toronto)

Job Description

This position is extremely important to Woodbine’s success. By working together with your team members, you will exceed our guests’ expectations each and every time and most importantly, have fun while doing so. The purpose of this position is to supervise the day to day operational needs of the Champions Off-Track Wagering network, to support Teletheatre operators in ensuring that the wagering experience for customers in all Teletheatres is consistent with established departmental standards and to maintain the betting terminals. In addition, this position will assist the Manager in identifying opportunities for operational efficiencies, innovation of processes, procedures and it ensures the Teletheatres in WEG’s network operate to an optimal level of quality which contributes to the department achieving its goals and objectives.

Job Responsibility

Monitor the levels of service provided to customers and provide feedback/improvement opportunities to Teletheatre Operators
Regularly engage customers to gather experience opinion information
Answer and respond to customer and Teletheatre Operator inquiries, complaints and concerns
Maintain/build Operator rapport through formal/informal discussions/meetings
Ensure point of sale materials are properly displayed as per departmental standards
Perform and document regular quality assurance checks
Follow up in a timely manner on all issues identified in the quality assurance checks
Monitor to ensure that Operators are consistently enforcing compliance to all CPMA/AGCO HORSE RACING Rules and Regulations
Ensure Teletheatres operate in compliance with all Mandatory Security Requirements
Submit requests and deliver replacement HPI cards to customers
Perform basic frontline maintenance on the betting terminals
Perform annual betting terminal maintenance at all locations
Assist Teletheatre Operators with operational system equipment, malfunctions
Ensure WEG’s Teletheatre Operations vehicles are maintained
Be cognoscente of the Teletheatre Operations Budget
Provide operational support at Greenwood Teletheatre, WEGZ Stadium Bar, and Mohawk Racebook when required
Exhibit and demonstrate the Woodbine Entertainment Group core values

Requirements

General knowledge of Horse Racing and gaming environments
General knowledge of customer service techniques and practices
General knowledge of Data Networking Systems and troubleshooting techniques
General knowledge of Microsoft Office and social media environments
Good oral communication skills
General knowledge of Amtote Wagering systems is an asset
General time and project management skills
Minimum Grade 12 or equivalent
Minimum of 2 years’ experience in a multi-unit customer services/operations related field or similar environment
Valid G Class license with a minimum of 5 years driving experience and clean record

Nice to have

General knowledge of Amtote Wagering systems

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