Lead iGaming Support Specialist

Parx Casino; Moorestown Township (NJ); In loco; USD 42.000 - 62.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical/Dental/Vision after 90 days

Paid Time off

401K with company match

Disability benefits

Employee Dining Room

Free uniforms and parking

Brightfunds Match

Assistance Fund

Tuition Reimbursement

Appreciation events

Company swag

Descrizione del lavoro

Parx Casino in Moorestown, NJ is seeking an iGaming Support Specialist to deliver high-quality customer service across call and digital channels. You will handle inquiries, resolve issues, and coach teammates on systems and procedures while maintaining performance standards.

The role requires strong communication in English, ability to multitask, and a willingness to work flexible shifts including evenings and weekends. Health benefits and time off are offered to full-time staff.

Competenze

• High School Diploma or GED required.
• Minimum 2 years customer service experience.
• Minimum 1 year in a call center environment.
• Strong interpersonal and communication skills.
• Ability to multitask and adapt to changing needs.

Mansioni

• Handle day-to-day guest inquiries across all channels with professionalism.
• Coach and mentor teammates on system usage and processes.
• Escalate issues to management when needed and ensure timely resolution.
• Generate reports and audit work performed by team members.
• Maintain a daily log of issues impacting call-center performance.

Conoscenze

Customer service

Call center experience

Multitasking

Communication skills

Problem solving

English proficiency

Adaptability

Formazione

High School Diploma or GED

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

Communicates clearly, effectively, and efficiently using allcall-center multimedia tools, as well as verbally with all levels ofmanagement and associates. Handles multiple assignmentssimultaneously and prioritizes tasks based on business needs. Servesas a lead in addressing guest inquiries and resolving complaintswhile delivering exemplary customer service. Demonstrates strongcoaching and mentoring skills, providing guidance and support toteam members. Works independently and exercises sound judgment tomake decisions that support business objectives as operational needs arise.

• Ensure day-to-day work is handled efficiently to meetcall-center service and performance standards.
• Generate reports and audit the work produced by iGamingSupport Specialists.
• Coach specialists to achieve performance and servicestandards, including reviewing errors, side-by-side monitoring,monthly meetings, call observations, and other coaching activities.
• Coach specialists on the effective use of systems, processes,and procedures.
• Ensure specialists have the information needed to performtheir duties; answer questions and provide guidance on guestinteractions across all communication channels.
• Notify relevant support teams when systems are not functioningproperly and inform management of areas requiring improvement.
• Maintain a daily log of issues impacting call-centerperformance and complete opening and closing duties.
• Ensure quality customer care by helping to develop,communicate, and interpret policies and procedures.
• Ensure specialists adhere to scheduled shifts and workassignments; advise them of violations and notify management as necessary.
• Handle escalated guest issues and bring matters to managementwhen appropriate, ensuring proper communication during escalationto managers and other departments.
• Update systems such as the intranet with new information,policies, and procedures. Works with limited supervision.
• Perform all duties of an iGaming Support Specialist.
• Perform all additional 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

High School Diploma or GED required. Minimum of 2 yearscustomer service experience. Minimum of 1 year in a call center environment.

Easily adaptable to changing business needs.

Strong interpersonal skills including listening, empathy and responsiveness.

Ability to anticipate and solve problems.

Ability to multi-task in an efficient, thorough andprioritized manner.

Ability to work quickly, accurately and independently.

Ability to communicate effectively both verbally and inwriting in English. Excellent written and verbal communication skills.

Ability to use phone system as required for all aspects ofthe job.

• Must be able to work flexible shifts; Evenings and Weekendsare required as are holidays.

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
• Brightfunds Match program
• Team Member Assistance Fund
• Tuition Reimbursement
• Appreciationand CelebrationEvents
• Fun Company Swag
• This is not a comprehensive list of benefits offered.