Ocean Casino Resort · 1 day ago
iGaming Customer Service Representative II- iGaming- Full Time
Atlantic City, NJ
Full-time
Onsite
New Grad, Entry Level
$21/hr - $21/hrOcean Casino Resort is looking for an iGaming Customer Service Representative II to enhance customer satisfaction and the play experience. This role involves providing professional assistance for players' interactions with the online casino and managing various customer service tasks.
Gambling & Casinos
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 customers in 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
Qualification
Required
Ability to communicate with customers and employees in a clear and concise manner
Excellent command of professional English reading, writing and verbal communication
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
Preferred
High School Diploma or equivalent GED preferred
Guest service experience preferred, including but not limited to casinos and/or online gaming
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
Company
Ocean Casino Resort
Experience the ocean as it was meant to be! As the tallest building in Atlantic City, the landmark Ocean Casino Resort offers unparalleled ocean views in its 1,399 rooms and captures the essence of what draws people to this popular waterfront destination situated on the city's famous Boardwalk.
Founded in 2018
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
John Forelli
Chief Information Officer
Kelly Burke
Chief Marketing Officer
Company data provided by crunchbase