Customer Service Agent - Sports

PENN Entertainment, Inc. is North America’s leading provider of integrated entertainment, sports content, and casino gaming experiences. From casinos and racetracks to online gaming, sports betting and entertainment content, we deliver the experiences people want, how and where they want them.

We’re always on the lookout for those who are passionate about creating and delivering cutting-edge online gaming and sports media products. Whether it’s through ESPN BET, Hollywood Casino, theScore Bet Sportsbook & Casino, or theScore media app, we’re excited to push the boundaries of what’s possible. These state-of-the-art platforms are powered by proprietary in-house technology, a key component of PENN’s omnichannel gaming and entertainment strategy.

When you join PENN Entertainment’s digital team, you’ll not only work on these cutting-edge platforms through theScore and PENN Interactive, but you’ll also be part of a company that truly cares about your career growth. We’re committed to supporting you as you expand your skills and explore new opportunities.

With locations throughout North America, you can build a future at PENN Entertainment wherever you are. If you want to challenge conventions in gaming, media and entertainment, we want to talk to you.

About the Role

Are you interested in sports wagering and online casino games?  Are you looking for a role that allows you to work from home 4 out of 5 days per week?  Are you available to work weekdays and weekends during overnight shifts?  Do you have at least 1 year of experience in customer service/customer support? 

Penn Interactive (ESPN Bet, 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! 

Working out of our Cherry Hill, New Jersey office our Customer Service Agent must be an excellent communicator with great phone, chat, and e-mail etiquette, as well as problem-solving skills. As a Customer Service 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. 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. We pay $19.50/hour + 10% for the shift differential earning you $21.45/hour working our overnight shift. Ready to have fun?  Read below and apply now!

About the Work

• 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.

About You

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.
• Fun, relaxed work environment.
• Education and conference reimbursements.

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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.