iGaming Support Specialist

Parx Casino; Moorestown Township (NJ); In loco; USD 40.000 - 60.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical/Dental/Vision after 90 days

Paid Time off

401K with partial company match

Short and Long Term Disability

Employee Dining Room

Free Uniforms and Parking

Bright Funds Charitable Match program

Team Member Assistance Fund

Tuition Reimbursement

Appreciation and Celebration Events

Fun Company Swag

Descrizione del lavoro

Parx Casino is seeking a customer service professional to serve as the primary contact for our online sportsbook and casino guests, delivering exceptional service across phone, live chat, and email. You will assist players with sports betting terminology, explain payouts, and support account security, payments, and geolocation concerns while working across PC, Mac, Android, and iOS platforms.

Parx Casino offers benefits such as medical/dental/vision coverage after 90 days, paid time off, 401K

Competenze

• Bachelor’s Degree preferred.
• 2 years related experience (Customer Service).
• Previous Call Center experience preferred.
• Knowledge of sports betting and the casino industry.
• Knowledge of AML and Fraud detection.
• Previous experience with payment processing.
• Strong attention to detail.
• Ability to communicate to all levels of the organization.
• Must be able to work all shifts, and weekends/holidays.
• Must be able to communicate effectively in English.

Mansioni

• Serve as the primary point of contact for our online sportsbook and casino guests, delivering exceptional service by leveraging your knowledge of company products, promotions, and resources to effectively address inquiries and resolve issues via phone, live chat, and email.
• Assist players with sports betting and general gambling terminology, including explaining sportsbook payouts and online wagering concepts.
• Demonstrate proficiency across multiple device platforms, including PC, Mac, Android, and iOS.
• Troubleshoot and multitask effectively across various communication channels such as email, live chat, and phone.
• Support customers by explaining account security measures and player authentication procedures.
• Manage customer inquiries and complaints from initial contact through resolution, consistently providing calm, professional, and high-quality service.
• Assist with technical issues such as account creation, account verification, deposit and withdrawal processes, device compatibility, and geolocation concerns.
• Maintain an understanding of online gaming regulations across multiple gaming jurisdictions.
• Adhere to all policies and procedures to ensure accuracy and compliance.
• Help players understand and troubleshoot promotional offers, bonuses, and loyalty program details.
• Explain KYC requirements and document verification processes as needed.
• Navigate efficiently between the player-facing interface and internal systems while handling multiple tasks.
• Clearly communicate terms and conditions to players and ensure understanding.
• Document actions taken by adding clear and accurate notes into the system.
• Escalate issues appropriately, providing clear and detailed communication to managers and relevant departments.
• Perform all other duties as assigned.

Conoscenze

Customer service

Call center experience

Sports betting knowledge

AML and fraud detection

Payment processing

Attention to detail

Communication skills

English proficiency

Formazione

Bachelor's degree

Strumenti

MS Office

Excel

PowerPoint

Descrizione del lavoro

• Click on the "Tools" menu Opera.
• Click Preferences...
• Click OK.
• Click Tools on the toolbar or the menu icon
• Select Options
• Click the Privacy tab
• Under History, select Firefox will: Use custom settings for history
• Enter the website's address greenracing.atsondemand.com
• Click Allow, click Close, and click OK
• Select the Safari drop down
• Select Preferences
• Go to the Privacy tab
• Close the window
• Go to the Tools menu (gear icon)
• Select Internet Options
• Click the Privacy tab
• Click Sites button
• Enter the website's address - greenracing.atsondemand.com
• Click Allow, click OK, and click OK again
• Open Microsoft Edge app.
• Click on the More actions button in the top right corner and select Settings.
• Scroll down the settings and click on View advanced settings button.
• Close and reopen Microsoft Edge.
• Click the Customize and control icon in the top right
• Select Settings
• Select Show advanced settings
• Under Privacy, click on Content settings
• Enter the website's address greenracing.atsondemand.com and select Allow
• Click Done

If the above instructions do not work or your security settings are managed by an IT team, please click here to open the page in a new window.

For additional assistance please reference our FAQ

Serve as the primary point of contact for our online sportsbookand casino guests, delivering exceptional service by leveraging yourknowledge of company products, promotions, and resources toeffectively address inquiries and resolve issues via phone, livechat, and email.

• Serve as the voice of the brand and the frontline servicerepresentative for our online website and mobile applications.
• Assist players with sports betting and general gamblingterminology, including explaining sportsbook payouts and onlinewagering concepts.
• Demonstrate proficiency across multiple device platforms,including PC, Mac, Android, and iOS.
• Troubleshoot and multitask effectively across variouscommunication channels such as email, live chat, and phone.
• Support customers by explaining account security measures andplayer authentication procedures.
• Manage customer inquiries and complaints from initial contactthrough resolution, consistently providing calm, professional, andhigh-quality service.
• Assist with technical issues such as account creation, accountverification, deposit and withdrawal processes, devicecompatibility, and geolocation concerns.
• Maintain an understanding of online gaming regulations acrossmultiple gaming jurisdictions.
• Adhere to all policies and procedures to ensure accuracy and compliance.
• Help players understand and troubleshoot promotional offers,bonuses, and loyalty program details.
• Explain KYC requirements and document verification processesas needed.
• Navigate efficiently between the player-facing interface andinternal systems while handling multiple tasks.
• Clearly communicate terms and conditions to players and ensure understanding.
• Document actions taken by adding clear and accurate notes intothe system.
• Escalate issues appropriately, providing clear and detailedcommunication to managers and relevant departments.
• Perform all other duties as assigned.

We are proud to be an EEO/AA employer M/F/D/V. We maintain adrug-free workplace and perform pre-employment substance abuse testing.

Experience and Skills

Bachelor’s Degree preferred. 2 years related experience(Customer Service). Previous Call Center experience preferred.

Knowledge of sports betting and the casino industry.

Knowledge of AML and Fraud detection.

Previous experience with payment processing.

Strong attention to detail; Excellent customer service skills.

Ability to handle Guest issues with tact and poise.

Ability to communicate to all levels of the organization.

Easily adaptable to changing business needs and priorities.

Proficient in MS Office applications advanced Excel andPower Point skills a must.

Must be able to work all shifts, and weekends/holidays asrequired. Must be able to communicate effectively in English,both verbally and through written communications.

Must be knowledgeable of all federal, state and locallaws and regulations relevant to operations.

CompanyBenefits include(please note that some are reserved for Full Time TeamMembers only):

Medical/Dental/Vision after 90 days of continuous full time service

Paid Time off (Vacation, Sick, Holidays)

401K with partial company match(after 6 months of employment –both FT and PT)

Short and Long Term Disability (after a qualifying period)

Employee Dining Room

Free Uniforms and Parking

Bright Funds Charitable Match program

Team Member Assistance Fund

Tuition Reimbursement

Appreciationand CelebrationEvents

Fun Company Swag

This is not a comprehensive list of benefits offered.