Customer Service Representative

Bally's Interactive; Jersey City (NJ); Hybrid; USD 37,800 - 46,200; Full time

Benefits offered by this job

Annual vacation

Annual bonus

401(k) program

Health insurance

Home office allowance

Job summary

Bally's Interactive is seeking a Call Center Representative to provide top-notch service to our customers in Jersey City, New Jersey. As a Representative, you will handle inbound and outbound calls, chats, and emails, focusing on resolving inquiries effectively.

The ideal candidate will possess strong communication skills and a passion for delivering exceptional customer experiences. The position offers a hybrid work setup, allowing work from home two days a week along with various perks such as health insurance and a 401(k) program.

Qualifications

• 1+ years of customer service experience in contact center or retail.
• Exceptional customer service skills with a focus on customer experience.
• Proficient with computers, including troubleshooting on multiple platforms.

Responsibilities

• Address customer needs, complaints, and other issues effectively.
• Respond to contacts with accuracy and professionalism.
• Engage in active listening and clarify information where necessary.

Skills

Customer Service Skills

Fluency in English and Spanish

Problem-Solving Skills

Education

High School Diploma or equivalent

Tools

CRM Software

Computer Systems

Job description

Who we are?

Bally's Corporation is a global casino‑entertainment company with a growing omni‑channel presence. It currently owns and manages 15 casinos across 10 states, a golf course in New York, a horse racetrack in Colorado, and has access to OSB licenses in 18 states. It also owns Bally's Interactive International, formerly Gamesys Group, a leading, global, online gaming operator, Bally Bet, a first‑in‑class sports betting platform, and Bally Casino, a growing iCasino platform.

With 10,600 employees, the Company's casino operations include approximately 15,300 slot machines, 580 table games and 3,800 hotel rooms. Upon completing the construction of a permanent casino facility in Chicago, Bally's will own and/or manage 15 casinos across 10 states. Bally’s also has rights to developable land in Las Vegas post the closure of the Tropicana. Its shares trade on the New York Stock Exchange under the ticker symbol "BALY".

Well, what about the team?

We are looking for a professional Call Center Representative to provide our customers with the best possible service. This Representative will answer questions, handle complaints, troubleshoot problems about our products and services, and handle a high volume of inbound or outbound calls, chats, and emails. The ideal candidate will seek to provide a positive experience for every customer that fully resolves their inquiry. They will empathize, listen, and understand the real reason for the contact and take their time to ask all clarifying questions to get a full 360‑degree view of the contact. A successful representative will be efficient, detail‑oriented, polite, knowledgeable, and able to adapt quickly to an ever‑changing industry.

So what will you be doing?

• 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 center 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.

And what are we looking for?

• 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)

Experience Required:

• High School Diploma or equivalent.
• Exceptional Customer Service Skills.
  • 1+ Years of Customer Service Experience (Contact Center or Retail)
• Troubleshooting technical skills a plus.
• Great communication skills, both verbal and written.
• Proficiency with computers, especially our CRM and tools.
• Proficiency with computer systems.
  • Including basic troubleshooting
  • Multiple platforms/operating systems
• Knowledge of any of the following a plus.
  • iCasino and Online Sports Betting

This is what you'll get

• Annual vacation
• Annual bonus
• 401(k) program
• Health insurance
• Home office allowance

Flexible Working

At Bally’s Interactive, we believe in the power of collaboration and working together in a shared space, as well as the benefits of working from home. We champion hybrid working wherever we can, offering a flexible blend of working in the office 3 days a week and from home twice a week.

DNA / Values

At Bally’s Interactive, we are driven by a set of core values that we like to call our DNA. We strive to embody our DNA and keep them at the heart of everything we do!

We are Always Ready to embrace change, adapt, and do what it takes to delight our customers.

We believe that You Make the Difference, which is what gives our players the best experience and keeps them coming back.

We are All One Team, looking out for each other, respecting diversity while connecting through a common purpose.

Our teams are Learning Every Day by showing constant curiosity and the drive to learn from successes, mistakes, new experiences, and the people around us.

At Bally’s we Love to Lead by thinking differently, seeking innovation, and always looking for ways to raise our game.

Equal Opportunities

At Bally’s Interactive, we are committed to promoting equal opportunities in employment and working conditions.

Diversity, Equity and Inclusion are important to us, and we encourage a culture where everyone can be themselves at work.

We believe passionately that employing a diverse workforce is central to our success, this is our superpower.

We do not discriminate against employees or job applicants on the basis of race, colour, nationality, ethnic or national origin, age, sex or sexual orientation, gender reassignment, religion or belief, marital or civil partner status, pregnancy or maternity, political opinion or disability.

Salary: $42,000 USD