Customer Service Representative (Night Shift)

Bally’s Corporation; Jersey City (NJ); On-site; USD 42,000 - 51,000; Full time

Job summary

Bally's Corporation in Jersey City, NJ is seeking a Call Center Representative to provide exceptional customer service across calls, chats, and emails. You will listen, empathize, ask clarifying questions, and fully resolve inquiries to deliver a positive customer experience.

The role requires navigating CRM tools, handling high volumes, and participating in ongoing training to stay up-to-date with Bally's products and policies. Fluency in English and Spanish is preferred.

Qualifications

• Experience in customer service roles, ideally call centers.
• Ability to resolve inquiries with empathy and clarity.
• Strong problem-solving and active listening skills.

Responsibilities

• Respond to inquiries via phone, chat, and email.
• Address complaints and troubleshoot product/service issues.
• Meet call center metrics while delivering excellent service.
• Utilize CRM and other tools to document interactions.
• Participate in training and coaching to improve product knowledge.

Skills

Customer service

Excellent communication

Bilingual English/Spanish

Problem solving

Active listening

Education

High School Diploma or equivalent

Tools

CRM software

Job description

Jump into the role

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.

About

About the role

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 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.

Salary: $46,200 USD

Role requirements

• 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)
• Troubleshooting technical skills a plus
• 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

About Bally's

We're Bally's, and we've always been born to entertain.

Since the Ballyverse began way back in 1932, we've been creating engaging experiences everywhere, in a way that’s accessible for everyone. Across Casinos & Resorts, Interactive, and Corporate, from the gaming floor to peoples' phones, we bring the thrill wherever our customers want to play.

But none of it would be possible without our people. Our team of 11,500 diverse minds who love what they do, celebrate each other's wins, and find fun in creating moments that matter. Whether you're energized by guest connection, technical innovation, or both, there's a place for you at Bally's.