IGaming Customer Service Representative II

5 days ago

New York, New York, United States Ocean Casino Resort Full time
About the Role

The IGaming Customer Service Representative II is a key member of our team, responsible for delivering exceptional customer experiences and enhancing the online casino experience by providing professional, accurate, and timely assistance to players. This role involves working within a team to exceed customer satisfaction expectations and providing support through various communication channels.

Key Responsibilities
  • Customer Service: Provide professional, accurate, and timely assistance to players via various communication channels, including chat, email, and phone.
  • Payment Processing: Assist with payment processing, including deposits and withdrawals, and investigate and resolve customer issues related to payments.
  • Issue Escalation: Escalate game-related issues and site issues to appropriate parties and create service tickets as required.
  • Technical Support: Provide technical, product, and sales support to customers in a timely manner.
  • Relationship Building: Proactively develop and build customer relationships to enhance the online casino experience.
  • Problem-Solving: Investigate and resolve customer issues related to payments, including reconciliation of transactions.
  • Communication: Communicate with third-party payment providers to resolve player issues related to deposits and withdrawals.
  • Fraud Detection: Identify fraudulent or suspicious activity during player's deposits and/or withdrawals.
  • Dispute Resolution: Serve as the point of escalation for all customer disputes that Customer Service Representative cannot resolve him/herself.
  • Investigations: Participate in investigations related to payments fraud and game play disputes.
  • Responsible Gaming: Detect and advise customers at risk of potential responsible gaming issues.
  • Reporting: Follow procedures to identify and report any suspicious or unusual activity.
  • Continuous Improvement: Contribute to the ongoing development and improvement of the online casino customer experience.
Essential Functions
  • Environmental Factors: Exposure to casino-related environmental factors, including second-hand smoke, excessive noise, and stress related to servicing customers in a high-pressure, fast-paced environment.
  • Physical Demands: Must be able to stand for an entire shift and be able to move throughout the casino/hotel areas. Repetitive finger and wrist motion (keyboard data entry) as well as prolonged viewing of data on a computer monitor.
  • Work Schedule: Must be able to work weekends and holidays, as well as flexible shifts and/or unusual hours.
  • Lifting: Must be able to lift at least 25lbs.
Requirements
  • Education: High School Diploma or equivalent GED preferred.
  • Communication Skills: Ability to communicate with customers and employees in a clear and concise manner.
  • English Proficiency: Excellent command of professional English reading, writing, and verbal communication.
  • Guest Service Experience: Guest service experience preferred, including but not limited to casinos and/or online gaming.
  • Microsoft Excel Skills: Superior Microsoft Excel skills required.
  • Customer Service Skills: Superior customer service skills with the ability to manage difficult customer situations and respond promptly to customer needs and requests.
  • Language Skills: Ability to effectively communicate in English.
  • Availability: Able to work holidays/weekends.
Benefits
  • Free Meal: Free meal on shift.
  • Training & Development: Training and development opportunities.
  • Health Care Plan: Health care plan (medical, dental, and vision).
  • Retirement Plan: Retirement plan (401k).
  • Life Insurance: Life insurance (basic, voluntary, and AD&D).
  • Paid Time Off: Paid time off.

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