Customer Experience Specialist - Gaming & Support

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

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.