iGaming Customer Service Representative II - iGaming - Full Time

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 customers in 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 payment