Gaming Customer Experience Specialist

Jack Entertainment; Cleveland (OH); On-site; USD 21,000 - 30,000; Full time

Job summary

Jack Entertainment in Cleveland, OH seeks a Customer Experience Associate to work with multiple teams to deliver world-class service across chat, email, and phone. You will be the voice of the brand, helping customers navigate BETJACK app and JACK Casino offerings while maintaining confidentiality and compliance.

The role requires initiative, excellent communication, and the ability to adapt to shifting schedules.

Qualifications

• Bachelor’s degree preferred; experience in customer service is valued.
• Minimum one year of inbound call center experience.
• Type 40 words per minute.
• Experience with Zendesk and Microsoft Office preferred.
• Licensure must be obtained for state gaming regulatory bodies.
• Must be at least 21 years old.

Responsibilities

• Provide excellent customer service via chat, email, and phone.
• Resolve complaints in a timely and efficient manner.
• Work with multiple teams to improve the customer experience.
• Be a subject matter expert on the betJACK mobile app and JACK Casino properties.
• Stay current on all offerings and promotions.
• Escalate problems as they arise.
• Review identification documents for verification.

Skills

Self-starter

Team player

Detail oriented

Problem solving

Communications skills

Education

Bachelor’s degree preferred

High School

Tools

Zendesk

Microsoft Office

Job description

Jack Entertainment in Cleveland, OH seeks a Customer Experience Associate to work with multiple teams to deliver world-class service across chat, email, and phone. You will be the voice of the brand, helping customers navigate BETJACK app and JACK Casino offerings while maintaining confidentiality and compliance.

The role requires initiative, excellent communication, and the ability to adapt to shifting schedules.