Introduction to Penn Interactive and the Role
Penn Interactive, a leading player in the sports wagering and online casino games industry, is seeking highly motivated and experienced Customer Service Agents to join our dynamic team. As a Customer Service Agent, you will be the face and voice of our digital sportsbook operations, providing top-tier experiences for our patrons across the country. If you have a passion for sports, excellent communication skills, and a desire to work in a fun and exciting environment, we encourage you to apply for this unique opportunity.
About the Company and Industry
Penn Interactive is a subsidiary of Penn Entertainment, a renowned company in the gaming and entertainment industry. Our brands, including ESPN Bet, Hollywood Casino, and theScoreBet, are household names, and we are committed to providing our customers with the best possible experiences. The sports wagering and online casino games industry is rapidly growing, and we are looking for talented individuals to join our team and contribute to our success.
Key Responsibilities
As a Customer Service Agent, your primary responsibility will be to provide exceptional customer service to our players and guests via live chat, email, and phone. Your duties will include:
- Communicating with players and guests to ensure a seamless customer experience and providing comprehensive information on our mobile apps
- Using internal resources and systems to view player account statuses and histories, and assisting with conversations with players
- Providing an exclusive level of customer service that demonstrates friendliness, care, and builds value in the Penn brand
- Assisting guests with booking hotel reservations and RSVPs to special events, while sustaining company conversion rate expectations
- Operating our telephone system to set call availability status, answer and transfer inbound phone calls, and execute outbound phone calls when applicable
- Answering player questions about Penn Entertainment, theScore Bet, Hollywood Casino.com, Penn Play, casino property information, account statuses, promotional offers, and property event information
- Following internal standard operating procedures to escalate issues to internal Penn Interactive departments and casino property personnel
- Assisting with securing helpful business insights by dispositioning player contact reasons upon conclusion of each interaction
- Using our internal tools and systems to investigate and troubleshoot technical issues players are experiencing with our products
- Delivering exceptional performance results in customer satisfaction and contact handle times
- Collaborating with your leaders and fellow team members to stay current with daily trends that impact the player experience
- Maintaining a strong track record for punctuality and attendance
- Performing other duties as assigned
Essential and Preferred Qualifications
To be successful in this role, you will need to possess the following essential qualifications:
- High School diploma or College Degree required
- At least 1 year of experience in customer service or customer support
- 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 and analytical thinking skills
- Ability to maintain a friendly disposition under heavy pressure
- Great problem-solving abilities
- Ability to interpret incomplete or cryptic messages that might be written by English as a second language customers
Preferred qualifications include:
- Experience in the sports wagering and online casino games industry
- Knowledge of our mobile applications and a desire to understand ways to improve our platforms
- Flexibility and ability to adjust to quick and demanding changes in our business and industry
Skills and Competencies Required for Success
To excel in this role, you will need to possess the following skills and competencies:
- Excellent communication and interpersonal skills
- Strong problem-solving and analytical thinking skills
- Ability to work in a fast-paced environment and prioritize tasks effectively
- Strong attention to detail and ability to maintain accuracy in a high-volume environment
- Ability to work independently and as part of a team
- Strong time management and organizational skills
- Ability to adapt to changing situations and priorities
Career Growth Opportunities and Learning Benefits
At Penn Interactive, we are committed to the growth and development of our employees. As a Customer Service Agent, you will have access to:
- Comprehensive training programs to help you develop your skills and knowledge
- Opportunities for career advancement and professional growth
- A dynamic and supportive work environment that encourages collaboration and innovation
- Education and conference reimbursements to help you stay up-to-date with industry trends and developments
Work Environment and Company Culture
Our work environment is fun, relaxed, and dynamic, with a strong focus on teamwork and collaboration. We believe in providing our employees with a positive and supportive work environment that encourages creativity, innovation, and growth. As a Customer Service Agent, you will be working from home 4 out of 5 days per week, with the option to work from our Cherry Hill, New Jersey office on occasion.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including:
- A hourly rate of $20.50, which includes a $1.00 shift differential for working overnight shifts
- A comprehensive benefits package, including medical, dental, and vision insurance
- A fun and relaxed work environment, with opportunities for socialization and team-building
- Education and conference reimbursements to help you stay up-to-date with industry trends and developments
Conclusion and Call to Action
If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Service Agent with Penn Interactive, you will have the chance to work with a dynamic and supportive team, develop your skills and knowledge, and contribute to the success of our company. Don't miss out on this opportunity to join our team and take your career to the next level. Apply now and become a part of our exciting and growing company!
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Apply Now