Customer Experience Associate

JACK Main; Cleveland (OH); On-site; USD 19,000 - 28,000; Full time

Job summary

JACK Entertainment is seeking a Customer Experience Associate to collaborate with multiple teams to ensure a world-class experience for JACK brand customers. You will handle chat, email, and phone support, resolving issues to maintain satisfaction across the property network.

The role requires initiative, strong communication, and the ability to adapt to shift-based hours, including evenings and weekends. A bachelor’s degree is preferred, and licensing as required will be pursued.

Qualifications

• Inbound call center or online gaming customer service experience preferred.
• Excellent communication with internal and external clients.
• Able to maintain confidentiality of account information.
• Must be able to pass required licensing and be 21+.

Responsibilities

• Provide excellent customer service via chat, email, and phone.
• Resolve complaints in a timely and efficient manner.
• Work with multiple teams to improve the customer experience.
• Be a subject matter expert on betJACK app and JACK Casino properties.
• Stay current on all offerings and promotions.
• Escalate problems as they arise.

Skills

Customer service

Communication

Troubleshooting

Team collaboration

Self-starter

Analytical skills

Problem solving

Typing speed

Fast learner

Adaptability

Education

Bachelor’s degree preferred

Tools

Zendesk

Microsoft Office

Ticketing system

Job description

The Customer Experience Associate will also work with multiple teams to improve the customer experience and ensure all customers have a positive experience within the JACK Entertainment brand. This will involve working with customer support colleagues, team managers, and Jack Entertainment casino clients to provide a world-class customer experience.

Successful candidates are expected to show initiative, dedication, and willingness to take advice and direction. Must also be able to maintain excellent communication, both with internal and external Jack Entertainment clients and team members. The Customer Experience Associate will be a part of a team that is the voice of our brand.

Essential Functions

• Provide excellent customer service via chat, email, and phone.
• Resolve complaints in a timely and efficient manner.
• Work with multiple teams to improve the customer experience.
• Be a subject matter expert on the betJACK mobile app and JACK Casino properties.
• Stay current on all offerings and promotions.
• Escalate problems as they arise.
• Constantly evaluate opportunities to enhance the customer journey.
• Review identification documents for verification.
• Maintain strict confidentiality of account information.
• Assist payment & fraud specialists in upholding the company’s security and preventing fraudulent activities.
• Advise players on responsible gaming tools and act proactively on player's gaming patterns.
• Troubleshoot any technical issues.
• Keep ahead of customer support industry trends, challenge the status quo, and apply best practices or new ideas to areas of improvement.
• Participate in the testing of new products and services.
• Perform additional duties as assigned.

Knowledge, Skills & Abilities

• Self-starter with the ability to positively influence team members.
• This position is an hourly shift-based position. Flexible and willing to work weekday or weeknights and weekends due to varying shifts.
• Online troubleshooting technical issues relating to customers and products.
• Proven track record of success in customer service via online gaming, sports wagering, or relevant industries.
• Goal-driven with strong problem-solving and organizational skills.
• Proficient working knowledge of computer programs.
• Natural desire to question, re-think and optimize customer support processes in order to meet the needs of the customer.
• Analytical capabilities are necessary to comprehend metrics and identify key drivers for improving performance.

Education and Experience

• Bachelor’s degree preferred
• Minimum one year of previous inbound call center experience
• Type 40 words per minute
• Competence with Zendesk (or other ticketing processor systems) and Microsoft Office product suite is preferred.
• Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies. Failure to be licensed or retain licensure will result in termination of employment.
• At least 21 years of age.

Required Certification/License

• This position requires you to obtain, and maintain an Ohio Casino Control Commission Gaming Employee license, and an Ohio Lottery Commission Gaming License.