Customer Service Representative

Bally's; Jersey City (NJ); On-site; USD 35,000 - 45,000; Full time

Job summary

Bally's in Jersey City, NJ seeks a customer service representative to address customer needs and provide detailed product information.

You will respond to inquiries, diffuse frustrated customers, and document interactions in our CRM system. The role emphasizes accuracy, empathy, and adherence to policies, with training provided to grow product knowledge.

Qualifications

• 1+ years of Customer Service experience in a contact center or retail environment.
• Strong communication and problem-solving abilities in a fast-paced setting.
• Fluency in English; Spanish preferred but not required.

Responsibilities

• Understand and address customer needs, complaints, or issues with products or services.
• Respond to contacts efficiently and accurately, explaining solutions courteously and professionally.
• Engage in active listening, verify information, and diffuse difficult customers.
• Use software, databases, scripts, and tools appropriately.
• Strive to meet call center metrics while providing excellent customer service.
• Participate in training and coaching to expand knowledge of the company, products, and position.
• Adhere to all company policies and procedures.

Skills

Customer service

Active listening

Communication skills

Problem solving

Bilingual English/Spanish

CRM software

Education

High School Diploma

Tools

CRM software

Microsoft Office

Job description

Please note that this position has access to customers details – therefore requires employees to be able to obtain and maintain licensing in all jurisdictions Bally’s operates in. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these background checks upon a successful job offer. This will be done in a confidential manner, and solely for the purposes of verification.

Responsibilities:

• Understanding and addressing their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to contacts, explaining all possible solutions courteously and professionally.
• Engaging in active listening with callers, confirming or clarifying information, and diffusing angry clients.
• Utilizing software, databases, scripts, and tools appropriately.
• Understand and strive to comply or exceed call centre metrics while providing excellent customer service.
• Being a part of and actively participating in all training, coaching and any other learning opportunities to expand knowledge of the company, products, and position.
• Adhering to all company policies and procedures.

Preferred

• Have passion for creating amazing customer experiences
• Understand how to balance quality vs. quantity
• Have growth/learning mindset to help manage change
• Demonstrate excellent thinking and problem-solving skills
• Able to sit for extended periods
• Able to work on a computer with repetitive hand and wrist movement
• Have exceptional attention to details
• Demonstrate fluency in both English and Spanish (preferred)
• High School Diploma or equivalent
• 1+ Years of Customer Service Experience (Contact Center or Retail)
• Great communication skills, both verbal and written
• Proficiency with computers, especially our CRM and tools
• Knowledge of any of the following a plus:iCasino and Online Sports Betting

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.