Customer Support Agent - (Seasonal)

About the Role

Are you interested in sports wagering and online casino games? Are you looking for a role that allows you to work from home 4 out of 5 days per week? Are you available to work weekdays and weekends? Do you have at least 1 year of experience in customer service/customer support?

Responsibilities

• Communicate with our players and guests via live chat, email and phone to ensure a seamless customer experience and provide comprehensive information on the multitude of mobile apps supported.
• Use internal resources and systems to view player account statuses and histories, using the information to assist with conversations with players and
• Provide an exclusive level of customer service during every conversation that demonstrates friendliness, care, and builds value in the Penn brand
• For applicable properties, assist guests with booking hotel reservations and RSVPs to special events while sustaining company conversion rate expectations
• Operate telephone system to set your call availability status, answer and transfer inbound phone calls, and execute outbound phone calls when applicable
• Answer player questions about Penn Entertainment, theScore Bet, Hollywood Casino.com, Penn Play, casino Property information, account statuses, promotional offers, and Property event information.
• Follow various internal standard operating procedures to escalate issues to internal Penn Interactive departments and casino Property personnel.
• Absorb and respond to player feedback to continuously improve the customer experience.
• Use our internal tools and systems to investigate and troubleshoot technical issues players are experiencing with our products.
• Deliver exceptional performance results in customer satisfaction and contact handle times
• Collaborate with your leaders and fellow team members to stay current of daily trends that are impactful to the player experience.

Requirements

• High School diploma or College Degree required.
• Heightened sense of urgency and passion to learn new things.
• Demonstrated passion for excellence with respect to treating and caring for players.
• Ability to type quickly and write with good grammar and punctuation.
• Strong attention to detail is a must! Must be an analytical thinker.
• Ability to maintain a friendly disposition under heavy pressure. Some players may be frustrated when they contact us, and they let that be known.
• Great problem-solving abilities.
• Ability to interpret incomplete or cryptic messages that might be written by English as a second language customers.
• Team members must be able to qualify for licenses and permits required by federal, state and local regulations.
• Have the ability to work some holidays and weekends.
• This role requires some onsite presence due operational needs.

Qualifications

• Must be at least 21 years of age.
• Must be able to work some holidays and weekends.
• Must be able to work some nights and weekends.
• Must be able to work some holidays and weekends.
• Must be able to work some nights and weekends.

Skills

• Excellent communication skills (phone, chat, and e-mail)
• Problem-solving skills
• Attention to detail
• Ability to work independently and as part of a team
• Ability to manage multiple tasks and priorities

Benefits

• Base pay is one part of the Total Rewards that Penn Interactive provides to compensate and recognize employees for their work.
• Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus.
• Penn Interactive provides best-in-class benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life.

Pay

$18.00/hour + $1.50/hr for NJ Licensing earning you $19.50/hr.

Schedule

Work from home 4 out of 5 days per week, available to work weekdays and weekends.