Experienced Customer Service Agent – Sports – Hybrid Overnight Shift

Are you a sports enthusiast with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments and have a knack for building strong relationships with customers? If so, we invite you to join arenaflex, a leading provider of sports wagering and online casino games, as a Customer Service Agent on our hybrid overnight shift.

About arenaflex

arenaflex is a dynamic and innovative company that's revolutionizing the sports entertainment industry. Our mission is to provide an unparalleled gaming experience for our customers, and we're seeking talented individuals who share our passion for excellence. As a Customer Service Agent, you'll be part of a fun and collaborative team that's dedicated to delivering top-notch customer service and support.

About the Role

As a Customer Service Agent on our hybrid overnight shift, you'll have the opportunity to work from home 4 out of 5 days per week, with the flexibility to adjust to the quick and demanding changes in our business and industry. You'll be responsible for providing exceptional customer service to our patrons via live chat, email, and phone, ensuring a seamless experience and comprehensive information on our mobile applications.

Key Responsibilities

* Communicate with customers via live chat, email, and phone to ensure a seamless customer experience and provide comprehensive information on our mobile apps.

• 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 arenaflex 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 customer questions about arenaflex, 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 arenaflex departments and casino Property personnel.
• Assist with securing helpful business insights by dispositioning customer contact reasons upon conclusion of each interaction.
• Use our internal tools and systems to investigate and troubleshoot technical issues customers 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 customer experience.
• Maintain a strong track record for punctuality and attendance.
• Perform other duties as assigned.

Essential Qualifications

* High School diploma or College Degree required.

• At least 1 year of experience in customer service/customer support.
• Must be at least 21 years of age.
• The position will require licensing in applicable states that arenaflex operates.
• Heightened sense of urgency and passion to learn new things.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Demonstrated passion for excellence with respect to treating and caring for customers.
• 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.
• Great problem-solving abilities.
• Ability to interpret incomplete or cryptic messages that might be written by English as a second language customers.

Preferred Qualifications

* Experience in the sports wagering or online casino industry.

• Knowledge of sports betting and online gaming regulations.
• Familiarity with CRM software and customer service tools.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Experience working in a hybrid or remote work environment.

Skills and Competencies

* Excellent communication and interpersonal skills.

• Strong problem-solving and analytical skills.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong attention to detail and organizational skills.
• Ability to maintain a friendly disposition under heavy pressure.
• Great problem-solving abilities.
• Ability to interpret incomplete or cryptic messages that might be written by English as a second language customers.
• Strong typing skills and ability to write with good grammar and punctuation.

Career Growth Opportunities and Learning Benefits

* Comprehensive training program to ensure you have the skills and knowledge needed to succeed in your role.

• Opportunities for career growth and advancement within the company.
• Access to ongoing education and training to stay up-to-date on industry trends and best practices.
• Collaborative and supportive work environment that encourages learning and growth.

Work Environment and Company Culture

* Fun and relaxed work environment that encourages collaboration and teamwork.

• Opportunities to work with and alongside fellow sports fans in an exciting and dynamic industry.
• Comprehensive benefits package, including health insurance, 401(k) matching, and paid time off.
• Education and conference reimbursements to support your professional development.

Compensation, Perks, and Benefits

* Competitive compensation package, including $19.50/hour + 10% shift differential.

• Comprehensive benefits package, including health insurance, 401(k) matching, and paid time off.
• Education and conference reimbursements to support your professional development.
• Fun and relaxed work environment that encourages collaboration and teamwork.

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job