iGaming Customer Service Representative II - iGaming - Full Time

Ocean Casino Resort; Atlantic City (NJ); On-site; USD 28,000 - 30,000; 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

Pay Rate: $21.00/hour

Job summary

Ocean Casino Resort in Atlantic City is seeking an iGaming Customer Service Representative II to join the team. You will assist players across chat, phone, and email, handling payments and resolving issues to ensure a smooth online gaming experience.

The role requires excellent English communication, strong customer service skills, and the ability to work in a high-volume environment. On-site employment with benefits and weekend hours is offered.

Qualifications

• High School Diploma or GED required or preferred.
• Excellent command of professional English (reading, writing, speaking).
• Guest service experience in casinos or online gaming is preferred.

Responsibilities

• Assist players via chat, phone, and email with accurate responses.
• Process deposits and withdrawals and assist with payments.
• Escalate issues and create service tickets as needed.
• Identify and report suspicious activity and potential fraud.
• Provide product, technical, and sales support to customers.

Skills

Customer service

English proficiency

Communication

Problem solving

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.

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