Customer Support Agent

Penninteractive; Cherry Hill Township (NJ); Hybrid; USD 26,174 - 28,929; Full time

Benefits offered by this job

Hybrid work model

Job summary

Penn Interactive, part of PENN Entertainment, is seeking a Customer Support Agent to engage players via phone, chat, and email and deliver top-tier service from our Cherry Hill, NJ office. The role focuses on sportsbook and online casino apps with opportunities to grow into full-time positions.

You will work in a fast-paced environment, maintain strong knowledge of our mobile apps, and adapt to shifting business needs while ensuring exceptional customer experiences.

Qualifications

• Minimum 1 year of experience in customer service or support.
• Excellent communication and problem-solving skills.
• Ability to work from home 4 of 5 days and handle multiple channels (phone, chat, email).

Responsibilities

• Interact with players and guests via live chat, email and phone to ensure a seamless customer experience.
• Reference internal resources to view account statuses and assist conversations with players.
• Escalate issues per internal SOPs and collaborate with teams to resolve inquiries.

Skills

Customer service

Communication

Phone support

Email/chat support

Education

High School diploma or College degree

Tools

CRM systems

Job description

PENN Entertainment, Inc. is North America’s leading provider of integrated entertainment, sports content, and casino gaming experiences. From casinos and racetracks to online gaming, sports betting and entertainment content, we deliver the experiences people want, how and where they want them.

We’re always on the lookout for those who are passionate about creating and delivering cutting‑edge online gaming and sports media products. Whether it’s throughHollywood Casino, theScore Bet Sportsbook, or theScore media app, we’re excited to push the boundaries of what’s possible. These state-of-the-art platforms are powered by proprietary in‑house technology, a key component of PENN’s omnichannel gaming and entertainment strategy.

When you join PENN Entertainment’s digital team, you’ll not only work on these cutting‑edge platforms through theScore and PENN Interactive, but you’ll also be part of a company that truly cares about your career growth. We’re committed to supporting you as you expand your skills and explore new opportunities.

With locations throughout North America, you can build a future at PENN Entertainment wherever you are. If you want to challenge conventions in gaming, media and entertainment, we want to talk to you.

About the Role

Are you interested in sports wagering and online casino games? Are you looking for a role that allows you to work from home 4 out of 5 days per week? Are you available to work weekdays and weekends? Do you have at least 1 year of experience in customer service/customer support?

Penn Interactive (Hollywood Casino and theScoreBet) is looking for outgoing and driven Customer Support Agents who have the desire to build strong relationships and top‑tier experiences for our patrons!

Working out of our Cherry Hill, New Jersey office our Customer Service Agent must be an excellent communicator with great phone, chat, and e‑mail etiquette, as well as problem‑solving skills. As a Customer Service Agent, you will have in‑depth knowledge of our mobile applications and a desire to understand ways that we can improve our platforms to ensure we provide the best experiences for our customers. You must be flexible and able to adjust to the quick and demanding changes in our business and industry. You will be given the opportunity to work with and alongside fellow sports fans within an exciting and fun working environment!

As a Customer Support Agent, you will be the face and voice of our digital sportsbook operations across the country. We pay $18.00/hour + $1.50/hr for NJ Licensing earning you $19.50/hr.This role will start out as a seasonal position but have the opportunity to convert to full time employment if there is a business need.

About the Work

• Communicate with our players and guests via live chat, email and phone to ensure a seamless customer experience and provide comprehensive information on the multitude of mobile apps supported.
• Use internal resources and systems to view player account statuses and histories, using the information to assist with conversations with players and
• Provide an exclusive level of customer service during every conversation that demonstrates friendliness, care, and builds value in the Penn brand
• For applicable properties, assist guests with booking hotel reservations and RSVPs to special events while sustaining company conversion rate expectations
• Operate telephone system to set your call availability status, answer and transfer inbound phone calls, and execute outbound phone calls when applicable
• Answer player questions about Penn Entertainment, theScore Bet, Hollywood Casino.com, Penn Play, casino Property information, account statuses, promotional offers, and Property event information.
• Follow various internal standard operating procedures to escalations issues to internal Penn Interactive departments and casino Property personnel.
• Assist with securing helpful business insights by dispositioning player contact reasons upon conclusion of each interaction.
• Use our internal tools and systems to investigate and troubleshoot technical issues players are experiencing with our products.
• Deliver exceptional performance results in customer satisfaction and contact handle times
• Collaborate with your leaders and fellow team members to stay current of daily trends that are
  impactful to the player experience.
• Maintain a strong track record for punctuality and attendance.
• Perform other duties as assigned.

About You

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age. The position will require licensing in applicable states that Penn Entertainment operates.

• High School diploma or College Degree required.
• Heightened sense of urgency and passion to learn new things.
• Highly developed sense of integrity and commitment to player satisfaction.
• Demonstrated passion for excellence with respect to treating and caring for players.
• Ability to type quickly and write with good grammar and punctuation.
• Strong attention to detail is a must! Must be an analytical thinker.
• Ability to maintain a friendly disposition under heavy pressure. Some players may be frustrated
  when they contact us, and they let that be known.
• Great problem‑solving abilities.
• Ability to interpret incomplete or cryptic messages that might be written by English as a second
  language customers.
• Team members must be able to qualify for licenses and permits required by federal, state and
  local regulations.
• Have the ability to work some holidays and weekends.
• This role requires some onsite presence due operational needs.

#LI-HYBRID

Penn Interactive is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.Base pay is one part of the Total Rewards that Penn Interactive provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Penn Interactive provides best‑in‑class benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always‑on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life.