Experienced Customer Service Agent – Sports Wagering and Online Casino Games – Hybrid Overnight Shift

At arenaflex, we're passionate about delivering exceptional experiences for our patrons, and we're looking for talented individuals to join our team as Customer Service Agents. If you're a sports enthusiast with a passion for delivering top-tier customer service, we want to hear from you!

About arenaflex

arenaflex is a leading provider of sports wagering and online casino games, with a commitment to innovation and customer satisfaction. Our team is dedicated to creating an engaging and fun working environment that fosters collaboration, creativity, and growth. As a Customer Service Agent, you'll be at the forefront of our customer experience, working with fellow sports fans to provide seamless support and exceptional service.

About the Role

We're seeking outgoing and driven Customer Service Agents to join our team in Cherry Hill, New Jersey. As a Customer Service Agent, you'll be responsible for communicating with our players and guests via live chat, email, and phone to ensure a seamless customer experience. You'll have in-depth knowledge of our mobile applications and a desire to understand ways that we can improve our platforms to ensure we provide the best experiences for our customers.

Key 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.
• 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.
• Assist with securing helpful business insights by dispositioning player contact reasons upon conclusion of each interaction.
• 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.
• Maintain a strong track record for punctuality and attendance.
• Perform other duties as assigned.

Essential Qualifications

* High School diploma or College Degree required.

• At least 1 year of experience in customer service/customer support.
• Must be at least 21 years of age.
• The position will require licensing in applicable states that Penn Entertainment operates.
• Heightened sense of urgency and passion to learn new things.
• Highly developed sense of integrity and commitment to player satisfaction.
• 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.

Preferred Qualifications

* Experience working in a fast-paced, dynamic environment.

• Knowledge of sports wagering and online casino games.
• Familiarity with customer relationship management (CRM) software.
• Experience working with a diverse range of customers.
• Strong communication and interpersonal skills.
• Ability to work in a team environment.

Skills and Competencies

* Excellent communication and interpersonal skills.

• Strong problem-solving and analytical skills.
• Ability to work in a fast-paced, dynamic environment.
• Strong attention to detail and organizational skills.
• Ability to maintain a friendly disposition under heavy pressure.
• Great problem-solving abilities.
• Ability to interpret incomplete or cryptic messages that might be written by English as a second language customers.
• Strong typing skills and ability to write with good grammar and punctuation.

Career Growth Opportunities and Learning Benefits

* Opportunities for career growth and advancement within the company.

• Comprehensive training program to ensure success in the role.
• Ongoing education and conference reimbursements.
• Collaborative and dynamic work environment that fosters growth and development.

Work Environment and Company Culture

* Fun, relaxed work environment that fosters collaboration and creativity.

• Dynamic and fast-paced work environment that requires adaptability and flexibility.
• Opportunities to work with a diverse range of customers and colleagues.
• Comprehensive benefits package that includes health, dental, and vision insurance.
• 401(k) matching program.
• Paid time off and holidays.
• Flexible work arrangements, including hybrid work options.

Compensation, Perks, and Benefits

* Competitive compensation package, including $20.50/hour for the overnight shift.

• Comprehensive benefits package, including health, dental, and vision insurance.
• 401(k) matching program.
• Paid time off and holidays.
• Flexible work arrangements, including hybrid work options.
• Education and conference reimbursements.
• Fun, relaxed work environment that fosters collaboration and creativity.

How to Apply

If you're a motivated and customer-focused individual with a passion for sports and delivering exceptional service, we want to hear from you! Apply now to join our team as a Customer Service Agent and be a part of the arenaflex team that's changing the face of sports wagering and online casino games. Apply Job! Apply for this job