What are the responsibilities and job description for the iGaming Customer Service Representative II position at Ocean Casino Resort?
About the Role
The iGaming Customer Service Representative II is responsible for working within a team to exceed customer satisfaction expectations and enhancing the play experience by providing professional, accurate, and timely assistance for all matters relating to the player’s interaction with the online casino via various communication channels including chat, phone, and e-mail. Additional duties include payment processing and reporting assistance on risk cases, as defined by Risk Manager.
Position Responsibilities
- Exhibit conduct in accordance with all NJ Gaming Regulations and departmental policies and procedures
- Capable of working efficiently in a high-volume work environment
- Knowledgeable in online gaming products and how customers interact with said products
- Possess excellent customer service skills
- Actively monitor and complete incoming phone calls, emails and chats
- Escalate any game-related issue and/or site issue to appropriate parties and create service tickets as required
- Provide technical, product, and sales support to customersin a timely manner
- Proactively develop and build customer relationships
- Assist players with specifics about promotions, bonuses, loyalty programs and payment status
- Assist with payment processing and executes both deposits and withdrawals
- Investigate and resolve customer issues related to payments, including reconciliation of transactions
- Communicate with third-party payment providers to resolve player issues related to deposits and withdrawals
- Identify fraudulent or suspicious activity during player’s deposits and/or withdrawals
- Experienced in troubleshooting and triaging complicated matters related to player inquiries
- Serve as the point of escalation for all customer disputes that Customer Service Representative cannot resolve him/herself
- Participate in investigations related to payments fraud and game play disputes
- Detect and advise customers at risk of potential responsible gaming issues
- Follow procedures to identify and report any suspicious or unusual activity
- Contribute to the ongoing development and improvement of the online casino customer experience
- Proactively contact players based on real-time monitoring of events
- Participate in our outbound contact program, as required
- Other duties as assigned
Essential Functions
- Exposure to casino related environmental factors including but not limited to second- hand smoke, excessive noise, and stress related to servicing customers in a high pressure, fast paced environment.
- Must be able to stand for an entire shift and be able to move throughout the casino/hotel areas.
- Repetitive finger and wrist motion (key board data entry) as well as prolonged viewing of data on a computer monitor.
- Must be able to work weekends and holidays, as well as flexible shifts and/or unusual hours.
- Must be able to lift at least 25lbs.
What’s Required
- High School Diploma or equivalent GED preferred.
- Ability to communicate with customers and employees in a clear and concise manner.
- Excellent command of professional English reading, writing and verbal communication
- Guest service experience preferred, including but not limited to casinos and/or online gaming
- Superior Microsoft Excel skills required
- Superior customer service skills with the ability to manage difficult customer situations and respond promptly to customer needs and requests.
- Ability to effectively communicate in English
- Able to work holidays/weekends
- Free meal on shift
- Training & Development
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k,)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off
