Experienced Customer Service Agent - Retail - Web & Casino Experience

At arenaflex, we're on a mission to revolutionize the gaming industry by creating immersive, responsible, and innovative interactive experiences that bring people together. As a leading interactive gaming company, we're committed to hiring talented individuals who share our passion for delivering exceptional customer experiences. If you're a customer service enthusiast with a knack for turning potentially unpleasant situations into memorable moments, we want to hear from you!

About arenaflex

arenaflex is a dynamic and forward-thinking company that's pushing the boundaries of the gaming industry. As the digital arm of PENN Entertainment, we're part of a larger organization that's dedicated to providing responsible, innovative, and fun experiences for our guests. With a strong focus on diversity, equity, and inclusion, we're creating a workplace culture that values individuality and promotes growth and development.

Job Summary

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 be responsible for providing exceptional customer service to our guests via phone, live chat, and email, while developing in-depth knowledge of our properties and identifying opportunities to improve the guest experience. If you're a team player with a passion for delivering top-tier experiences, we want to hear from you!

Typical Workday at arenaflex

A typical day at arenaflex will involve:

• Communicating with our guests via phone, live chat, and email to ensure a seamless customer experience and provide comprehensive information on our properties and services.
• 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 property information, occasional PENNPlay account information, and property event information.
• Following various internal standard operating procedures to escalate issues to casino property 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

* Competitive compensation package.

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

Work Environment and Culture

At arenaflex, we're committed to creating a workplace culture that values individuality, promotes growth and development, and encourages collaboration and innovation. Our team members are passionate about delivering exceptional customer experiences and are dedicated to making a positive impact on our guests' lives. If you're a team player with a passion for delivering top-tier experiences, we want to hear from you!

Compensation and Benefits

We offer a competitive compensation package, comprehensive benefits, and a fun, relaxed work environment. Our benefits package includes:

• Competitive hourly rate of $18/hour
• Comprehensive health, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Tuition reimbursement and professional development programs

How to Apply

If you're a customer service enthusiast with a passion for delivering exceptional experiences, we want to hear from you! To apply for this exciting opportunity, please visit our website and submit your application. We can't wait to hear from you! Apply Now!

Join the arenaflex Team

At arenaflex, we're committed to creating a workplace culture that values individuality, promotes growth and development, and encourages collaboration and innovation. If you're a team player with a passion for delivering top-tier experiences, we want to hear from you! Join our team today and be part of a dynamic and forward-thinking organization that's pushing the boundaries of the gaming industry. Apply for this job