IGaming Support Specialist

Do you like helping people, solving problems and feeling appreciated?

Parx Casino is Pennsylvania’s #1 Casino and we are looking for CS Support Specialists to work in our iGaming Call Center. Our representatives act as a first point of contact for customers, providing the very best in class and service by utilizing your in-depth knowledge of our products and promotions. You will respond to customer problems and inquiries by telephone, email and chat delivering exceptional service that not only meets our customer’s needs, but exceeds them. The ideal candidates for this position are mature, dependable, self-motivated individuals with strong communication skills and a pleasant speaking voice.

We are hiring for both full-time and part-time positions. ALL candidates must be available to work weekends. Preference will be given to candidates who can work and flexible schedules. Call Center and Sports Betting knowledge is preferred. Must be able to type and be proficient with a computer. We offer competitive pay and benefits.

iGaming Support Specialist

Duties and Responsibilities

- Act as first point of contact for our online sports book and online casino

- Excellent verbal and written communication skills

- Assist players regarding sports betting and general gambling terminology

- Assisting players with betting and understanding payouts

- Understanding of multiple device platforms such as PC, Mac, Android, and Apple

- Must be able to multi-task in a fast paced and stressful environment

- Ability to troubleshoot and multi-task across multiple platforms such as email, live chat, and phone

- Understanding player account security and player authentication

- Handle customer complaints and inquiries from first point of contact through resolution

- Ability to assist with technical issues such as player account creation, account verification, deposit and withdraw processing, device compatibility, and geolocation

- Understanding online gaming regulations related to different gaming jurisdictions

- Able to properly follow policies and procedures

- Assist players with troubleshooting and understanding of promotional offers, bonuses, and loyalty programs

- Understanding of KYC and document verification

- Ability to multi-task between our player user interface and our internal user face

- Must be able to understand our terms and conditions and be able to properly communicate them to players

- Able to provide clear notes on tasks performed

- Proper communication when escalating issues to managers and other departments

Preferred Skills

- Knowledge of sports betting and casino

- Previous Call Center Experience

- Proficient in MS Office (word and excel)

- Ability to obtain a casino gaming license

- Knowledge of AML and Fraud detection

- Previous experience with payment processing

Qualifications

- Minimum of 2yrs Customer Service experience

- Easily adaptable to changing business needs

- Strong computer skills

- Must be able to work flexible shifts

- Evenings and Weekends are required

Job Type: Full-time

Pay: From $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Required)

Experience:

• Customer Service: 2 years (Preferred)

Work Location:

• Multiple locations

Communication method(s) used:

• Email
• Phone
• Chat

Job Duties:

• Answer incoming customer inquiries
• Record customer information within our customer service database
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies
• Other duties as requested

Benefit Conditions:

• Waiting period may apply
• Only full-time employees eligible

Work Remotely:

• No

COVID-19 Precaution(s):

• Personal protective equipment provided or required
• Temperature screenings
• Social distancing guidelines in place
• Sanitizing, disinfecting, or cleaning procedures in place