Customer Service Representative

1 week ago


Jersey City, New Jersey, United States BetMGM Full time

About BetMGM

We are a leading online gaming company revolutionizing the industry in the United States. Our mission is to create a culture of empathy, where our employees feel valued, heard, and comfortable bringing their authentic selves to work.

Job Summary

We are seeking a highly skilled Customer Service Representative to join our team. As a Customer Service Representative, you will be the primary point of contact for our customers, providing exceptional support and ensuring their experience is seamless and enjoyable.

Responsibilities

  • Provide polite, professional, and courteous support to customers via various communication channels
  • Assess situations, identify issues, and follow established Standard Operating Procedures to resolve complications and meet customer needs and expectations
  • Work in coordination with other teams to achieve assigned objectives and escalate system anomalies and individual issues to relevant departments
  • Proactively analyze situations and recommend pre-emptive solutions to mitigate future problems
  • Act as a lobby host within provided guidelines, adopting a customer-centric attitude and ensuring that our clients' experience improves with every interaction

Essential Functions

  • Must be able to stand or sit and operate computers and other technological devices for extended periods of time

Shift Scheduling

Customer Service Representatives are required to be available to work a minimum of 8.5 hours on each work day, with schedules created around business needs.

Qualifications

  • Bachelor's degree or equivalent work experience
  • Excellent communication and interpersonal skills; strong command of spoken English and use of proper grammar
  • Ability to perform well in a fast-paced, multi-task/cultural, dynamic environment
  • Knowledge of, and ability, to quickly learn about tech, online gaming applications, CRM and call center software
  • Minimum 1 year of experience working at a shift-based, customer service/tech support/call center environment
  • Ability to apply customer service, troubleshooting and tech support skills in combination
  • Proven ability to work as part of a team, to meet your own and team-based objectives and metrics
  • Knowledge and interest in online gambling and/or sports industry: real-money betting, sports, casino and poker, internet applications, payment processing, basic tech support
  • Ability to express smile, empathy and positive attitude while maintaining friendly & professional disposition over variety of communication channels
  • Knowledge and interest in technology, desktop and mobile applications and software
  • Ability to work a flexible schedule, including holidays, weekends, evenings, and overnight in addition to large sporting events as needed

Licensing Requirements

Please note that employment in this role is contingent upon the successful candidate obtaining gaming licenses for certain jurisdictions.

What We Offer

  • Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, Employee Resource Groups and more
  • Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law
  • The position is also eligible for an annual bonus


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