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 Representatives. 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 excellence. Our team is dedicated to creating an engaging and fun working environment that fosters growth, learning, and collaboration. As a Customer Service Representative, you'll be part of a dynamic team that's passionate about delivering exceptional experiences for our patrons.
**About the Role**
We're seeking outgoing and driven Customer Service Representatives who have a desire to build strong relationships and deliver top-tier experiences for our patrons. As a Customer Service Representative, you'll be the face and voice of our digital sportsbook operations, 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 service software and systems.
* Strong communication and interpersonal skills.
* Ability to work independently and as part of a team.
* Strong problem-solving and analytical skills.
* Ability to adapt to changing priorities and deadlines.
**What We Offer**
* Competitive compensation package.
* Comprehensive Benefits package.
* Fun, relaxed work environment.
* Education and conference reimbursements.
* Opportunities for career growth and advancement.
* Collaborative and dynamic team environment.
* Flexible work arrangements, including hybrid and remote work options.
**Work Environment**
arenaflex is committed to creating a fun and relaxed work environment that fosters growth, learning, and collaboration. Our team is passionate about delivering exceptional experiences for our patrons, and we're looking for talented individuals who share our vision. As a Customer Service Representative, you'll have the opportunity to work with and alongside fellow sports fans in a dynamic and fast-paced environment.
**Compensation and Benefits**
* Competitive compensation package, including a base hourly rate and shift differential.
* Comprehensive Benefits package, including medical, dental, and vision insurance.
* Fun, relaxed work environment with opportunities for career growth and advancement.
* Education and conference reimbursements.
* Flexible work arrangements, including hybrid and remote work options.
**How to Apply**
If you're a motivated and customer-focused individual with a passion for sports entertainment, we want to hear from you! Apply now to join our team as a Customer Service Representative and take the first step towards a rewarding and challenging career with arenaflex.
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