iGaming Customer Service Representative II- iGaming- Full Time

About the role

The iGaming Customer Service Representative II is responsible for working within a team to exceed customer satisfaction expectations and enhancing the play experience by providing professional, accurate, and timely assistance for all matters relating to the player's interaction with the online casino via various communication channels including chat, phone, and e-mail. Additional duties include payment processing and reporting assistance on risk cases, as defined by Risk Manager.

Responsibilities

• Exhibit conduct in accordance with all NJ Gaming Regulations and departmental policies and procedures
• Work efficiently in a high-volume work environment
• Demonstrate knowledge of online gaming products and how customers interact with said products
• Provide excellent customer service
• Actively monitor and complete incoming phone calls, emails and chats
• Escalate any game-related issue and/or site issue to appropriate parties and create service tickets as required
• Provide technical, product, and sales support to customers in a timely manner
• Proactively develop and build customer relationships
• Assist players with specifics about promotions, bonuses, loyalty programs and payment status
• Assist with payment processing and execute both deposits and withdrawals
• Investigate and resolve customer issues related to payments, including reconciliation of transactions
• Communicate with third-party payment providers to resolve player issues related to deposits and withdrawals
• Identify fraudulent or suspicious activity during player's deposits and/or withdrawals
• Troubleshoot and triage complicated matters related to player inquiries
• Serve as the point of escalation for all customer disputes that Customer Service Representative cannot resolve
• Participate in investigations related to payments fraud and game play disputes
• Detect and advise customers at risk of potential responsible gaming issues
• Follow procedures to identify and report any suspicious or unusual activity
• Contribute to the ongoing development and improvement of the online casino customer experience
• Proactively contact players based on real-time monitoring of events
• Participate in outbound contact program, as required
• Perform other duties as assigned

Essential Functions

• Exposure to casino-related environmental factors including but not limited to second-hand smoke, excessive noise, and stress related to servicing customers in a high-pressure, fast-paced environment
• Ability to stand for an entire shift and move throughout the casino/hotel areas
• Repetitive finger and wrist motion (keyboard data entry) as well as prolonged viewing of data on a computer monitor
• Ability to work weekends and holidays, as well as flexible shifts and/or unusual hours
• Travel to/from work and on-site attendance to perform the position responsibilities and the essential functions of the job
• Ability to lift at least 25 lbs

Requirements

• High School Diploma or equivalent GED preferred
• Ability to communicate with customers and employees in a clear and concise manner
• Excellent command of professional English reading, writing and verbal communication
• Guest service experience preferred, including but not limited to casinos and/or online gaming
• Superior Microsoft Excel skills required
• Superior customer service skills with the ability to manage difficult customer situations and respond promptly to customer needs and requests
• Ability to effectively communicate in English
• Ability to work holidays and weekends

Benefits

• Free meal on shift
• Training & Development
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off

Pay

$21.00/hour