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Penn Interactive (PI) is an interactive gaming company headquartered in Philadelphia. PI is the digital arm of PENN Entertainment (NASDAQ: PENN), the largest regional casino operator in the U.S.). Our mission is to challenge the norms of the gaming industry by building an immersive interactive gaming experience that is responsible, innovative, and fun. We are committed to helping our team members grow and succeed. We believe that hiring talented individuals that love what they do will help us win!
Hot off our announcement to partner with ESPN to launch ESPN BET, Penn Interactive (Hollywood Casino and theScoreBet) is looking for outgoing and driven Customer Service Agents who have the desire to build strong relationships and top-tier experiences for our patrons!
Are you interested in sports wagering and online casino games? Are you looking for a role that allows you to work from home? Are you available to work 4 PM to 12 AM EST on evenings and weekends?
Working remotely our Customer Service Representative (Player Experience Agent) must be an excellent communicator with great phone, chat, and e-mail etiquette, as well as problem-solving skills. As a Player Experience Agent, you will 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. You must be flexible and able to adjust to the quick and demanding changes in our business and industry. Most of all, you must be a reliable and consistent team player, and able to work well in a remote setting. You will be given the opportunity to work with and alongside fellow sports fans within an exciting and fun working environment!
As a Customer Service Agent, you will be the face and voice of our digital sportsbook operations across the country. Ready to have fun? Read below and apply now!
Typical Workday at Penn Entertainment
- 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 and
- 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.
Qualification Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age. The position will require licensing in applicable states that Penn Entertainment operates.
- High School diploma or College Degree required.
- 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.
What We Offer
- Competitive compensation package.
- Comprehensive Benefits package.
- Education and conference reimbursements.
- Health & Wellness reimbursement.
#LI-REMOTE
Recently being recognized as a top workplace in the United States, we believe people work their best when they can be themselves. We are looking for hungry, innovative thinkers to help us challenge the status quo of the gaming industry. Diversity, equity, and inclusion are vital to all of our processes, programs, and structures. Your story, who you are, and your experience matter here.
