iGaming Customer Service Representative II- iGaming- Full Time

Ocean Casino Resort; Atlantic City (NJ); On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Free meal on shift

Training & Development

Health Care Plan (Medical, Dental &amp

Retirement Plan (401k)

Life Insurance (Basic, Voluntary &

Paid Time Off

Job summary

Ocean Casino Resort in Atlantic City, NJ, is seeking a dependable iGaming Customer Service Representative II. You will deliver professional, accurate support via chat, phone, and email, assist with payments, promotions, and loyalty programs, and help resolve payment and game-related issues.

The role requires strong English communication and experience in guest service within gaming. The position involves high-volume, fast-paced work at a casino environment, with weekend/holiday shifts and

Qualifications

• Clear and concise communication with customers.
• Excellent customer service skills.
• Ability to communicate in professional English.

Responsibilities

• Handle customer inquiries via chat, phone, and email.
• Provide payment processing support and report risk cases.
• Escalate issues to appropriate parties and create service tickets.
• Assist players with promotions, bonuses, and loyalty programs.
• Conduct payment processing including deposits and withdrawals and investigate payment issues.

Education

High School Diploma or GED

Tools

Microsoft Excel

Job description

About The Role

The iGaming Customer Service Representative II is responsible for working within a team to exceed customer satisfaction expectations and enhancing the play experience by providing professional, accurate, and timely assistance for all matters relating to the player's interaction with the online casino via various communication channels including chat, phone, and e-mail. Additional duties include payment processing and reporting assistance on risk cases, as defined by Risk Manager.

Position Responsibilities

• Exhibit conduct in accordance with all NJ Gaming Regulations and departmental policies and procedures
• Capable of working efficiently in a high-volume work environment
• Knowledgeable in online gaming products and how customers interact with said products
• Possess excellent customer service skills
• Actively monitor and complete incoming phone calls, emails and chats
• Escalate any game-related issue and/or site issue to appropriate parties and create service tickets as required
• Provide technical, product, and sales support to customers in a timely manner
• Proactively develop and build customer relationships
• Assist players with specifics about promotions, bonuses, loyalty programs and payment status
• Assist with payment processing and executes both deposits and withdrawals
• Investigate and resolve customer issues related to payments, including reconciliation of transactions
• Communicate with third-party payment providers to resolve player issues related to deposits and withdrawals
• Identify fraudulent or suspicious activity during player's deposits and/or withdrawals
• Experienced in troubleshooting and triaging complicated matters related to player inquiries
• Serve as the point of escalation for all customer disputes that Customer Service Representative cannot resolve him/herself
• Participate in investigations related to payments fraud and game play disputes
• Detect and advise customers at risk of potential responsible gaming issues
• Follow procedures to identify and report any suspicious or unusual activity
• Contribute to the ongoing development and improvement of the online casino customer experience
• Proactively contact players based on real-time monitoring of events
• Participate in our outbound contact program, as required
• Other duties as assigned

Essential Functions

• Exposure to casino related environmental factors including but not limited to second- hand smoke, excessive noise, and stress related to servicing customers in a high pressure, fast paced environment.
• Must be able to stand for an entire shift and be able to move throughout the casino/hotel areas.
• Repetitive finger and wrist motion (key board data entry) as well as prolonged viewing of data on a computer monitor.
• Must be able to work weekends and holidays, as well as flexible shifts and/or unusual hours.
• Travel to/from work and on-site attendance to perform the position responsibilities and the essential functions of the job
• Must be able to lift at least 25lbs.

Requirements

• High School Diploma or equivalent GED preferred.
• Ability to communicate with customers and employees in a clear and concise manner.
• Excellent command of professional English reading, writing and verbal communication
• Guest service experience preferred, including but not limited to casinos and/or online gaming
• Superior Microsoft Excel skills required
• Superior customer service skills with the ability to manage difficult customer situations and respond promptly to customer needs and requests.
• Ability to effectively communicate in English
• Able to work holidays/weekends

Benefits

• Free meal on shift
• Training & Development
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k,)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off
• Pay Rate: $21.00/hour