Igaming Customer Service Representative Ii

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 customersin 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.
Must be able to lift at least 25lbs.
Requirements
What’s Required
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