What are the responsibilities and job description for the Customer Experience Associate position at JACK Cleveland Casino LLC?
Job Description
Job Description
The Customer Experience Associate will also work with multiple teams to improve the customer experience and ensure all customers have a positive experience within the JACK Entertainment brand. This will involve working with customer support colleagues, team managers, and Jack Entertainment casino clients to provide a world-class customer experience.
Successful candidates are expected to show initiative, dedication, and willingness to take advice and direction. Must also be able to maintain excellent communication, both with internal and external Jack Entertainment clients and team members. The Customer Experience Associate will be a part of a team that is the voice of our brand.
Essential Functions
- Provide excellent customer service via chat, email, and phone.
- Resolve complaints in a timely and efficient manner.
- Work with multiple teams to improve the customer experience.
- Be a subject matter expert on the betJACK mobile app and JACK Casino properties.
- Stay current on all offerings and promotions.
- Escalate problems as they arise.
- Constantly evaluate opportunities to enhance the customer journey.
- Review identification documents for verification.
- Maintain strict confidentiality of account information.
- Assist payment & fraud specialists in upholding the company’s security and preventing fraudulent activities.
- Advise players on responsible gaming tools and act proactively on player's gaming patterns.
- Troubleshoot any technical issues.
- Keep ahead of customer support industry trends, challenge the status quo, and apply best practices or new ideas to areas of improvement.
- Participate in the testing of new products and services.
- Perform additional duties as assigned.
Knowledge, Skills & Abilities
Education and Experience
Required Certification / License
