Gaming Account Associate

BetMGM; United States; On-site; USD 44,000 - 59,000; Full time

Benefits offered by this job

Medical, Dental, Vision, Life, and Dis

Disability Insurance

401(k) with company match

Pre-tax health FSA and commuter savi

Flexible paid time off

Professional development reimbursement

Ongoing skills training

Employee resource groups

Swag, ticket giveaways

Job summary

BetMGM in the United States is hiring a Casino Account Associate to manage day-to-day VIP accounts, growing activity through outbound phone and email outreach. You will develop, reactivate, and retain high-value customers via sales offers and telemarketing.

Responsibilities include executing campaigns, upselling gaming products, and adhering to reinvestment guidelines while collaborating with VIP Hosts, Marketing, Risk/Fraud and Responsible Gaming teams to ensure compliant, high-quality service.

Qualifications

• Experience in sales and customer service within a teamwork environment.
• Outstanding verbal and written communication skills.
• 2+ years in supporting Casino VIP experience and/or equivalent sales experience.

Responsibilities

• Monitor customer betting behavior and promote reinvestment within agreed timescales.
• Execute daily/weekly campaigns and engage VIP customers via direct outreach.
• Upsell gaming products and services to the VIP base while following guidelines.
• Collaborate with Risk/Fraud and Responsible Gaming teams to identify issues.
• Support VIP Hosts and Marketing teams for events and escalated inquiries.

Skills

Sales experience

Customer service

Verbal & written communication

Job description

Discover What's Possible at BetMGM

Ready to make your career legendary? Join us as we bring the magic of Vegas to our players. The BetMGM team has over 1,400 talented members, revolutionizing sports betting and online gaming in the United States and Canada. We're a brand with technology at our hearts and the most driven and focused talent in the business.

As a valued team member, we're committed to giving you the resources and support you need to thrive.

Our benefits and perks include:

• Medical, Dental, Vision, Life, and Disability Insurance
• 401(k) with company match
• Pre-tax spending accounts including health care FSA and commuter savings
• Flexible paid time off
• Professional development reimbursement and ongoing skills training opportunities
• Employee resource groups
• Swag, ticket giveaways, and more!

At BetMGM, we recognize that every individual plays a meaningful role in our success. That's why we're committed to building a respectful, inclusive workplace. It's the strategy behind every win. By meeting people where they are, we create a culture of belonging where everyone can thrive and a workplace that reflects our values, our people, and our drive to win.

The Opportunity

About the Role

As a Casino Account Associate, you as a team will manage the day-to-day operation of casino VIP accounts by maintaining and growing player activity through outbound sales communication by phone and email. You will be responsible for developing, reactivating, & retaining high value customers through sales offers and telemarketing.

Achieving company & departmental goals by applying sound judgement and implementing swift decision making abilities that carry a financial component when managing customer reinvestment in developing potential new and current business into successful long term growth.

Responsibilities

• Monitor individual customer betting behavior and ensure that player reinvestment is offered in agreed timescales, while promoting the right behaviors.
• Complete daily, weekly, and ad hoc sales & marketing campaigns issued by Management Team Engage potential VIP customers through direct player reinvestment.
• Effectively upsell gaming products, events, and services to the existing VIP customer base Adhere to all reinvestment guidelines and procedures.
• Fully complies with and upholds company expectations including policies, procedures, department goals and business strategy.
• Conducts with integrity and honesty.
• Proactively identify service failures and process improvement opportunities by taking immediate action to resolve them whilst notifying relevant team leads of intent.
• Handles difficult customer interactions and situations in a calm, professional and reasonable professional manner. Supporting VIP Casino Hosts and Marketing teams in filling VIP events or experiences.
• Support internal premium departments for escalated support inquiries such as but not limited to Hotel Comp Requests.
• Send follow up e-mails to increase conversion percentage of outbound engagement. Proactively facilitate inquiries raised by players on outbound engagement to avoid potential loss of gaming activity and/or resolve service failures.
• Maintain collaboration with internal stakeholders such as the Risk/Fraud and Responsible Gaming departments to identify and recognize potential negative behaviors to promote a safe level of play.

Qualifications

• Experience in sales and customer service within a teamwork environment
• Outstanding verbal and written communication skills.
• 2+ years in supporting Casino VIP experience and/or equivalent sales experience.
• Must be able to stand or sit and operate computers and other technological devices for extended periods of time.
• Applicants must possess legal authorization to work for our company in the U.S. without the need for immigration sponsorship. At this time, this role is not eligible for immigration-related employment authorization sponsorship including H-1B, O-1, E-3, TN, OPT, etc.

Compensation

The pay range for this position is as follows:

44,000.00--58,700.00

Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate. This position is also eligible for participation in a performance-based bonus plan.

Gaming Compliance & Licensing Requirements

As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies. Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment. Please note that the licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification.

In addition, candidates must comply with and support BetMGM's respo