Customer Service Representative - IGaming

    Golden Nugget
    Atlantic City, NJ 08401
    Full-time, Part-time
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    Job Description

    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

    Posting ID: 607448583Posted: 2021-02-18