Join the Future of Sports Wagering and Online Casino Games with Penn Interactive
Penn Interactive (PI), the digital arm of PENN Entertainment, is revolutionizing the gaming industry with its innovative and immersive interactive gaming experiences. As a leading regional casino operator in the U.S., we're committed to fostering a culture that supports the growth and success of our team members. Our latest venture, ESPN Bet, is changing the landscape of sports wagering, and we're looking for talented Customer Service Representatives to be at the forefront of this exciting journey.
About Us
Penn Interactive is an equal opportunities employer that values diversity, equity, and inclusion in all aspects of our business. We're proud to have been recognized as a top workplace in the United States, where individuals can be themselves and thrive. Our mission is to challenge the norms of the gaming industry by building responsible, innovative, and fun experiences for our patrons. If you're passionate about delivering exceptional customer service and are excited about the sports wagering and online casino industry, we want to hear from you!
Job Overview
As a Customer Service Representative (Player Experience Agent) at Penn Interactive, you'll be the face and voice of our digital sportsbook operations across the country. You'll work remotely, providing top-tier experiences for our patrons through live chat, email, and phone support. If you're outgoing, driven, and have a passion for sports wagering and online casino games, this is an opportunity you won't want to miss.
Key Responsibilities
- Communicate with players and guests via live chat, email, and phone to ensure a seamless customer experience, providing comprehensive information on our mobile apps and services.
- Utilize internal resources and systems to view player account statuses and histories, using this information to assist with conversations and resolve issues.
- Deliver an exclusive level of customer service that demonstrates friendliness, care, and builds value in the Penn brand.
- Assist with booking hotel reservations and RSVPs to special events, while maintaining company conversion rate expectations.
- Operate our telephone system, answer and transfer inbound phone calls, and execute outbound phone calls when necessary.
- Respond to player inquiries about Penn Entertainment, theScore Bet, Hollywood Casino.com, Penn Play, casino Property information, account statuses, promotional offers, and Property event information.
- Escalate issues to internal Penn Interactive departments and casino Property personnel, following standard operating procedures.
- Disposition player contact reasons upon conclusion of each interaction to secure helpful business insights.
- Investigate and troubleshoot technical issues players are experiencing with our products using our internal tools and systems.
- Collaborate with leaders and fellow team members to stay current on daily trends impactful to the player experience.
- Maintain a strong track record for punctuality and attendance, working 4 PM to 12 AM EST on evenings and weekends.
Qualifications and Requirements
To succeed in this role, you'll need:
- To be at least 21 years of age and have a High School diploma or College Degree.
- A heightened sense of urgency and passion to learn new things, with a demonstrated commitment to player satisfaction.
- Excellent communication skills, with the ability to type quickly and write with good grammar and punctuation.
- Strong attention to detail and analytical thinking, with great problem-solving abilities.
- The ability to maintain a friendly disposition under heavy pressure, handling frustrated players with care.
- Flexibility to work some holidays and weekends, with a willingness to adapt to the quick and demanding changes in our business and industry.
- The ability to qualify for licenses and permits required by federal, state, and local regulations.
Preferred Qualifications
While not essential, having experience in customer service, particularly in the gaming or sports industry, will be considered a plus. Familiarity with sports wagering and online casino games is also desirable.
What We Offer
At Penn Interactive, we believe in rewarding our team members for their hard work and dedication. Our benefits include:
- A competitive compensation package, with a rate of $18/hour.
- A comprehensive Benefits package that supports your overall well-being.
- Education and conference reimbursements to help you grow professionally.
- Health & Wellness reimbursement to promote a healthy lifestyle.
- Opportunities for career growth and development within a dynamic and innovative company.
Career Growth and Development
At Penn Interactive, we're committed to helping our team members grow and succeed. As a Customer Service Representative, you'll have the opportunity to develop your skills in a fast-paced and dynamic environment. You'll be working alongside fellow sports fans and industry experts, learning from them, and contributing to the evolution of our customer service operations.
Work Environment and Culture
As a remote worker, you'll be part of a distributed team that values flexibility and work-life balance. We're proud of our culture, which encourages innovation, teamwork, and inclusivity. You'll have the opportunity to be yourself, share your ideas, and be part of a community that is passionate about delivering exceptional customer experiences.
Join Our Team
If you're passionate about customer service, sports wagering, and online casino games, we want to hear from you! As a Customer Service Representative at Penn Interactive, you'll be part of a team that is shaping the future of the gaming industry. Apply now and join our mission to challenge the norms and create immersive, responsible, and fun experiences for our patrons.
To learn more about Penn Interactive and our company culture, you can visit our LinkedIn page: https://www.linkedin.com/company/penn-interactive-pi/
Don't miss this opportunity to be part of a dynamic team and take your career to the next level. Apply today!
Apply Now