Sportsbook Specialist — Customer Experience Pro

Hard Rock Hotel Cancun; Gary (IN); Hybrid; USD 32,000 - 45,000; Full time

Job summary

Hard Rock Hotel Cancun seeks a sportsbook customer service agent to assist patrons with wagers, manage a cash drawer, and explain rules and promotions. You will verify documents and monitor for responsible gaming indicators while maintaining high service standards.

The role requires a high school diploma or equivalent, and experience in a casino environment is a plus. Candidates should be comfortable with multi-channel communication and flexible shifts.

Qualifications

• High School diploma or equivalent required.
• Experience in casino environment a plus.
• Knowledge of online and/or brick-and-mortar casino and sports book operations is a plus.

Responsibilities

• Record wager requests from patrons and input into wagering system.
• Manage a cash drawer for taking wagers and payouts and reconcile it.
• Detect and advise customers at risk of potential responsible gaming issues.
• Explain wagering rules, policies and promotions to customers.
• Promote and educate patrons on sports products and wager types.
• Interact via Phone, Email and Live chat per company guidelines.
• Verify player documentation per guidelines.
• Review financial transaction history for required documents.
• Review game history to answer payout and rules questions.
• Proactively contact players based on real-time events.
• Participate in outbound sales when possible.

Skills

Wagering knowledge

Cash handling

Customer service

Clear communication

ResponsibleGaming awareness

Education

High School diploma or equivalent

Tools

Wagering system

Microsoft Word

Microsoft Excel

Microsoft Outlook

PowerPoint

Job description

Hard Rock Hotel Cancun seeks a sportsbook customer service agent to assist patrons with wagers, manage a cash drawer, and explain rules and promotions. You will verify documents and monitor for responsible gaming indicators while maintaining high service standards.

The role requires a high school diploma or equivalent, and experience in a casino environment is a plus. Candidates should be comfortable with multi-channel communication and flexible shifts.