Experienced Customer Service Representative - Sports Entertainment - $21.45/hour - Hybrid Overnight Shift
At arenaflex, we're passionate about delivering exceptional experiences for our patrons, and we're looking for like-minded individuals to join our team as Customer Service Representatives. If you're a sports enthusiast with a passion for delivering top-tier customer service, we want to hear from you!
About arenaflex
arenaflex is a leading provider of sports wagering and online casino games, with a mission to revolutionize the way people engage with sports and entertainment. Our team is dedicated to creating an exceptional experience for our patrons, and we're committed to innovation, excellence, and fun.
About the Role
As a Customer Service Representative at arenaflex, you'll be the face and voice of our digital sportsbook operations, providing an exclusive level of customer service to our patrons via live chat, email, and phone. You'll be working out of our Cherry Hill, New Jersey office, and will have the opportunity to work with and alongside fellow sports fans in an exciting and fun working environment.
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 our mobile applications.
* 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.
* 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 arenaflex 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, including a $19.50/hour base rate and a 10% shift differential, earning you $21.45/hour working our overnight shift.
* Comprehensive Benefits package.
* Fun, relaxed work environment.
* Education and conference reimbursements.
Work Environment and Culture
At arenaflex, we're committed to creating a fun and relaxed work environment that encourages collaboration, innovation, and growth. Our team is passionate about delivering exceptional experiences for our patrons, and we're looking for like-minded individuals to join our team.
How to Apply
If you're a motivated and customer-focused individual with a passion for sports and entertainment, we want to hear from you! Apply now to join our team as a Customer Service Representative and be a part of our mission to revolutionize the way people engage with sports and entertainment.