Experienced Customer Service Agent - Retail - Web & Casino Experience

At arenaflex, we're on a mission to revolutionize the gaming industry by creating immersive and responsible interactive gaming experiences that are both innovative and fun. As a leading interactive gaming company, we're committed to helping our team members grow and succeed in a dynamic and fast-paced environment. We believe that hiring talented individuals who are passionate about what they do will help us win! If you're a customer service enthusiast with a passion for delivering exceptional experiences, we want to hear from you! As a Retail Customer Service Agent at arenaflex, you'll be the face and voice of our hotel, casino, and resort operations across the country. You'll have the opportunity to work with fellow sports fans in an exciting and fun working environment, where you can grow and develop your skills in a supportive and inclusive team.

Typical Workday at arenaflex

As a Retail Customer Service Agent, your typical workday will involve:

• Communicating with our players and guests via phone, live chat, and email to ensure a seamless customer experience and provide comprehensive information on our hotel and casino offerings.
• Using internal resources and systems to view guest account statuses and histories, using the information to assist guests over the phone.
• Providing an exclusive level of customer service during every conversation that demonstrates friendliness, care, and builds value in the arenaflex brand.
• Assisting guests with booking hotel reservations, providing relevant information about our properties, and addressing their inquiries while sustaining company conversion rate expectations.
• Operating our telephone call service by answering and transferring inbound phone calls and executing outbound phone calls when applicable.
• Answering guest questions about our hotel properties, casino information, occasional PENNPlay account information, and property event information.
• Following various internal standard operating procedures to escalate issues to casino personnel or use your resources to find applicable answers for the consumer on any questions you may not know the answer to immediately.
• Delivering exceptional performance results in customer satisfaction while maintaining a positive tone with consumers over the phone and demonstrating patience and understanding regardless of the situation.
• Collaborating with your leaders and fellow team members to stay current of daily occurrences at our properties and within our backend systems that are impactful to the player experience.
• Maintaining a strong track record for punctuality and attendance.
• Performing other duties as assigned.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be at least 21 years of age.
• High School diploma required. College degree, or progress toward a college degree preferred.
• Heightened sense of urgency and passion to learn new things.
• Highly developed sense of integrity and commitment to guest satisfaction.
• Demonstrated passion for excellence with respect to treating and caring for guests.
• 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 guests 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.
• Have the ability to work some holidays and weekends.

What We Offer

At arenaflex, we're committed to providing a comprehensive benefits package, competitive compensation, and a fun, relaxed work environment that allows you to be your best self. Some of the benefits we offer include:

• Competitive compensation package.
• Comprehensive Benefits package.
• Fun, relaxed work environment.
• Tuition Reimbursement & Professional Development Programs.

Why Join arenaflex?

We're a company that values diversity, equity, and inclusion in all of our processes, programs, and structures. We believe that everyone has a unique story to tell, and we want to hear yours! We're a top workplace in the United States, and we're looking for hungry, innovative thinkers to help us challenge the status quo of the gaming industry.

How to Apply

If you're a customer service enthusiast with a passion for delivering exceptional experiences, we want to hear from you! Apply now and join our team of talented individuals who are passionate about what they do. Apply Job! Apply for this job