At arenaflex, we're passionate about delivering exceptional experiences for our patrons, and we're looking for talented individuals to join our team as Customer Service Agents. 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 commitment to innovation and customer satisfaction. Our team is dedicated to creating an engaging and fun working environment that fosters collaboration, creativity, and growth. As a Customer Service Agent, you'll be at the forefront of our customer experience, working with fellow sports fans to provide seamless support and exceptional service.
**About the Role**
We're seeking outgoing and driven Customer Service Agents to join our team in Cherry Hill, New Jersey. As a Customer Service Agent, you'll be responsible for communicating with our players and guests via live chat, email, and phone to ensure a seamless customer experience. You'll have in-depth knowledge of our mobile applications and a desire to understand ways that we can improve our platforms to ensure we provide the best experiences for our customers.
**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.
**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 Penn Entertainment operates.
* 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.
**Preferred Qualifications**
* Experience working in a fast-paced, dynamic environment.
* Knowledge of sports wagering and online casino games.
* Familiarity with customer relationship management (CRM) software.
* Experience working with a diverse range of customers.
* Strong communication and interpersonal skills.
* Ability to work in a team environment.
**Skills and Competencies**
* Excellent communication and interpersonal skills.
* Strong problem-solving and analytical skills.
* Ability to work in a fast-paced, dynamic environment.
* 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**
* Opportunities for career growth and advancement within the company.
* Comprehensive training program to ensure success in the role.
* Ongoing education and conference reimbursements.
* Collaborative and dynamic work environment that fosters growth and development.
**Work Environment and Company Culture**
* Fun, relaxed work environment that fosters collaboration and creativity.
* Dynamic and fast-paced work environment that requires adaptability and flexibility.
* Opportunities to work with a diverse range of customers and colleagues.
* Comprehensive benefits package that includes health, dental, and vision insurance.
* 401(k) matching program.
* Paid time off and holidays.
* Flexible work arrangements, including hybrid work options.
**Compensation, Perks, and Benefits**
* Competitive compensation package, including $20.50/hour for the overnight shift.
* Comprehensive benefits package, including health, dental, and vision insurance.
* 401(k) matching program.
* Paid time off and holidays.
* Flexible work arrangements, including hybrid work options.
* Education and conference reimbursements.
* Fun, relaxed work environment that fosters collaboration and creativity.
**How to Apply**
If you're a motivated and customer-focused individual with a passion for sports and delivering exceptional service, we want to hear from you! Apply now to join our team as a Customer Service Agent and be a part of the arenaflex team that's changing the face of sports wagering and online casino games.
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