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.

Position Responsibilities

Exhibit conduct in accordance with all NJ Gaming Regulations and departmental policies and procedures

Capable of working efficiently in a high-volume work environment

Knowledgeable in online gaming products and how customers interact with said products

Possess excellent customer service skills

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 executes 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

Experienced in troubleshooting and triaging complicated matters related to player inquiries

Serve as the point of escalation for all customer disputes that Customer Service Representative cannot resolve him/herself

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 our outbound contact program, as required

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.

Must be able to stand for an entire shift and be able to move throughout the casino/hotel areas.

Repetitive finger and wrist motion (key board data entry) as well as prolonged viewing of data on a computer monitor.

Must be able 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

Must be able to lift at least 25lbs.

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

Able to work holidays/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 Rate: $21.00/hour