Job Description

• Exhibit conduct in accordance with all Gaming Commission Regulations, Federal and State laws and regulations, and Golden Nugget and departmental policies and procedures.
• Consistently deliver positive, courteous and professional guest service in all interactions with guests, visitors, vendors and fellow employees.
• Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service.
• Will provide support to the end user of our gaming products. H/she will be the point of contact for any and all patrons experiencing issues or have questions related to:
• Technical inquiries regarding Geo Location, Device Compatibility and the like.
• Financial transactions including deposits and withdrawals.
• Website UX.
• Game Play questions including rules and payouts and investigation of game outcomes upon request.
• KYC (Know Your Customer) documentation requirements.
• Terms and Conditions of Marketing/Bonus Campaigns
• Regulations regarding online gaming in their jurisdiction.
• Frontline support for addressing questions, issues and complaints submitted by end user patrons via Live Chat, Email and Phone.
• 1-2 years of Sports Wagering experience a plus
• Execute best business practices as outlined in the internal controls governing that specific B2B client.
• Utilize knowledge of jurisdictional regulations and policies when addressing patron issues considered to be in conflict with said regulations and policies of specific B2B client.
• Develop a clear understanding of UX to draw on when addressing patron experience questions or issues.
• Provide clear and concise communication during internal escalations that cannot be resolved by frontline support.
• Exhibit a professional and courteous demeanor to provide an enjoyable and or apathetic experience during their time of communication with end user patrons.
• Perform outbound communications including sales and conversations.
• Perform other duties as assigned.

Requirements:

• Six months to two years of previous Customer Service experience in a direct contact setting. On-line or land based casino experience a plus!
• Proficiency in Microsoft Office; Word and Excel
• Solid experience and a thorough understanding of sports and sports wagering
• Must be comfortable using multiple software applications at the same time to reach a single summary or resolution.
• Fast acting troubleshooting and analytical skills required.
• Must be able to obtain a Casino Employee gaming license based on jurisdiction.
• High School Diploma Required, Bachelor's Degree preferred but not essential.

Should accommodation assistance be needed in the application process, applicants can contact Golden Nugget Human Resources at 609-441-8493 or via email: GNACHRInfo@gnacm.com

Auto req ID

56882BR

Concept / Brand

Golden Nugget Atlantic City

Posting Job Title

Customer Service Representative - IGaming

City

Atlantic City

State

NJ