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!
Absolute Games is a self published studio responsible for steadfast Bingo classics - Abradoodle and Absolute Bingo, as well as the social casino hit Viva Slots. Our titles acquire millions of players each year. Leveraging our back end technologies, our goal is to delight players with the games they love while providing innovative and engaging experiences through live operations. We’re looking for self driven candidates who are passionate about mobile games, value working with a close knit team and want to make a meaningful impact on the studio.
About the Role & Team
The Customer Service Specialist is passionate about giving the highest level of empathetic service to our customers at all times. This position is responsible for assisting with customer concerns and questions, for answering reviews, and for testing and playing our games to identify and replicate issues raised by customers. This position is 100% remote
About the Work
- Handle incoming requests from customers to ensure that issues are resolved promptly and thoroughly in an empathetic and friendly manner. This requires in-depth knowledge of our games.
- Resolve and follow through with all customer complaints via email, in online forums, on the app store platforms, and through chat.
- Troubleshoot and QA customer issues. Replicate these issues where possible to report to the development team.
- Bug test new development builds and provide feedback from the customer experience point of view.
- Organize workflows to meet customer satisfaction criteria
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
- Answer customer reviews posted across the Google Play, Apple, and Facebook platforms with customized responses that are thorough and empathetic.
- Respond quickly and promptly with correct grammar, punctuation and attention to detail
- Gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts
- Leave customers in a delighted state after every interaction where possible
- Prompt customers who have had a positive interaction to share their experiences in a review or social media
- Direct requests and unresolved issues to the designated resource
- This position is required to work on holidays and weekends
- Perform other duties, as assigned
About You
- Highly developed sense of integrity and commitment to customer delight
- Demonstrated passion for excellence with respect to treating and caring for customers
- Ability to type quickly and write with good grammar and punctuation
- Strong attention to detail is a must!
- Ability to maintain a friendly disposition under pressure. Some customers may be frustrated when they contact us and they let that be known
- Excellent problem-solving abilities - there will be a lot of sleuthing!
- Ability to interpret incomplete or cryptical messages that might be written by English as a second language customers
- Must be 21 years of age or older
- Must be available to work on holidays and weekends
- QA experience is a bonus
#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.
