**Join arenaflex, a leading sports wagering and online casino games provider, as a Customer Service Agent and be part of a dynamic team that delivers exceptional experiences to our patrons.**
Are you passionate about sports and customer service? Do you thrive in a fast-paced environment where no two days are the same? If so, we want to hear from you! arenaflex is seeking an experienced Customer Service Agent to join our team in Cherry Hill, New Jersey. As a Customer Service Agent, you will be the face and voice of our digital sportsbook operations, providing top-tier experiences to our customers across the country.
**About the Role**
As a Customer Service Agent, you will be responsible for communicating with our players and guests via live chat, email, and phone to ensure a seamless customer experience. You will have in-depth knowledge of our mobile applications and a desire to understand ways that we can improve our platforms to provide the best experiences for our customers. You must be flexible and able to adjust to the quick and demanding changes in our business and industry.
**Key Responsibilities**
* Communicate with our players and guests via live chat, email, and phone to ensure a seamless customer experience and provide comprehensive information on the multitude of mobile apps supported.
* Use internal resources and systems to view player account statuses and histories, using the information to assist with conversations with players.
* Provide an exclusive level of customer service during every conversation that demonstrates friendliness, care, and builds value in the Penn brand.
* For applicable properties, assist guests with booking hotel reservations and RSVPs to special events while sustaining company conversion rate expectations.
* Operate telephone system to set your call availability status, answer and transfer inbound phone calls, and execute outbound phone calls when applicable.
* Answer player questions about Penn Entertainment, theScore Bet, Hollywood Casino.com, Penn Play, casino Property information, account statuses, promotional offers, and Property event information.
* Follow various internal standard operating procedures to escalate issues to internal Penn Interactive departments and casino Property personnel.
* Assist with securing helpful business insights by dispositioning player contact reasons upon conclusion of each interaction.
* Use our internal tools and systems to investigate and troubleshoot technical issues players are experiencing with our products.
* Deliver exceptional performance results in customer satisfaction and contact handle times.
* Collaborate with your leaders and fellow team members to stay current of daily trends that are impactful to the player experience.
* Maintain a strong track record for punctuality and attendance.
* Perform other duties as assigned.
**About You**
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* Must be at least 21 years of age.
* The position will require licensing in applicable states that Penn Entertainment operates.
* High School diploma or College Degree required.
* Heightened sense of urgency and passion to learn new things.
* Highly developed sense of integrity and commitment to player satisfaction.
* Demonstrated passion for excellence with respect to treating and caring for players.
* Ability to type quickly and write with good grammar and punctuation.
* Strong attention to detail is a must! Must be an analytical thinker.
* Ability to maintain a friendly disposition under heavy pressure. Some players may be frustrated when they contact us, and they let that be known.
* Great problem-solving abilities.
* Ability to interpret incomplete or cryptic messages that might be written by English as a second language customers.
* Team members must be able to qualify for licenses and permits required by federal, state, and local regulations.
* Have the ability to work some holidays and weekends.
**What We Offer**
* Competitive compensation package.
* Comprehensive Benefits package.
* Fun, relaxed work environment.
* Education and conference reimbursements.
**Work Environment and Culture**
arenaflex is a dynamic and fast-paced company that values innovation, teamwork, and customer satisfaction. Our team is passionate about delivering exceptional experiences to our patrons, and we are looking for like-minded individuals to join our team. As a Customer Service Agent, you will have the opportunity to work with and alongside fellow sports fans in an exciting and fun working environment.
**Compensation and Benefits**
We offer a competitive compensation package, including a starting hourly rate of $19.50/hour, with a 10% shift differential for working our overnight shift, earning you $21.45/hour. We also offer a comprehensive benefits package, including education and conference reimbursements.
**How to Apply**
If you are passionate about sports and customer service, and you are looking for a challenging and rewarding role, please submit your application today. arenaflex is an equal opportunity employer, and we welcome applications from diverse candidates.