Customer Care Associate (Afternoon Shifts)

Customer Care Associate (Afternoon Shifts)
Jersey City, NJ (remote)

About Us

We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.

We were recognized as one of Glassdoor’s “Best Places to Work”.

About the Role

To provide professional, timely, and best-in-class customer service, support, and assistance to our clients via the email, telephone, and online chat.

Responsibilities

• Become the primary point of contact for all customer inquiries via e-mail/ phone/ live chat, and represent the company in a polite, professional, and courteous manner
• Assess situations, identify issues, and follow established Standard Operating Procedures to resolve complications, as well as anticipate, meet and exceed our customers’ needs and expectations, and achieve agreed-upon levels of service/ quality standards
• Work in coordination with other teams, local and remote, to achieve assigned objectives, as well as escalate system anomalies and individual issues faced by clients to relevant departments
• Proactively analyze various situations and recommend pre-emptive solutions to mitigate future problems
• Act as a lobby host within provided guidelines; adopt a customer-centric attitude and ensure that our clients’ experience improves with every interaction
• Perform other duties as assigned, based on business needs

Essential Functions

• Must be able to stand or sit and operate computers and other technological devices for extended periods of time

Shift Scheduling

• Customer Care Associates are required to be available to work a minimum of 8.5 hours on each work day. Schedules are created around business needs, with many events occurring in the evenings and weekends. Agents are expected to allow for flexibility to work during these times.*Afternoon shifts for New Jersey-based Customer Care Associate positions will be scheduled to begin between the hours of 12:00pm - 6:00pm EST

Qualifications

• Bachelor’s degree or equivalent work experience
• Excellent communication and interpersonal skills; strong command of spoken English and use of proper grammar
• Ability to perform well in a fast-paced, multi-task/ -cultural, dynamic environment
• Knowledge of, and ability, to quickly learn about tech, online gaming applications, CRM and call center software
• Minimum 1-2 yrs. of experience working at a shift-based, customer service/ tech support/ call center environment
• Ability to apply customer service, troubleshooting and tech support skills in combination
• Proven ability to work as part of a team, to meet your own and team-based objectives and metrics
• Knowledge and interest in online gambling and/or sports industry: real-money betting, sports, casino and poker, internet applications, payment processing, basic tech support
• Ability to express smile, empathy and positive attitude while maintaining friendly & professional disposition over variety of communication channels
• Knowledge and interest in technology, desktop and mobile applications and software
• Ability to work a flexible schedule, I.e., holidays, weekends, evenings, and overnight in addition to large sporting events (Super Bowl, March Madness) as needed.

Licensing Requirements

Please note that employment in this role is contingent upon the successful candidate obtaining gaming licenses for certain jurisdictions. Currently, those jurisdictions include Illinois (IL), Indiana (IN), Nevada (NV), Pennsylvania (PA), and West Virginia (WV).

This licensing process includes comprehensive background checks by the state gaming commission, encompassing criminal records, financial history, and personal background verification, to ensure compliance with state gaming regulations.

About Our Culture

Building BetMGM from the ground up takes effort, energy, and teamwork, but that’s what will make leading this industry all the more satisfying. We stay focused on our main goal with the help of these four company pillars:

• Believe in Your Game – Take your shot! There’s a freedom to explore ideas usually only start-ups are lucky enough to experience.
• Backed by the Best - With our expertise—merged with that of our world-class investors—we have the opportunity to take this business, and ourselves, farther than anyone has ever imagined.
• Do What’s Right - We operate with clarity and simplicity, always doing the right thing by our customers and each other, standing shoulder to shoulder every day.
• Hustle Hard - Our combined commitment and ambition is what drives us to create some of the most innovative products in the industry.

What We Offer

As a valued employee, we’re committed to giving you the resources and support you need. We offer Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, Employee Resource Groups and more!

Gaming Compliance

Candidate must comply with and support the company’s responsible gambling policies, procedures and initiatives.

This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.

BetMGM LLC is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development. If your experience looks a little different from what we’ve identified and you think you’ve got what it takes, we’d love to learn more about you.

If you need assistance or accommodation with your application due to a disability, you may contact us at recruitment@betmgm.com.

Pay: $16.04 - $20.00 per hour