Who you are

• Passion for creating amazing customer experiences
• Understanding how to balance quality vs. quantity
• Growth/learning mindset to help manage change
• Excellent thinking and problem-solving skills
• Able to sit for extended periods
• Able to work on a computer with repetitive hand and wrist movement
• Exceptional attention to details
• Demonstrate fluency in both English and Spanish (preferred)
• High School Diploma or equivalent
• Exceptional Customer Service Skills
• 1+ Years of Customer Service Experience (Contact Center or Retail)
• Troubleshooting technical skills a plus
• Great communication skills, both verbal and written
• Proficiency with computers, especially our CRM and tools
• Proficiency with computer systems
• Including basic troubleshooting
• Multiple platforms/operating systems
• Knowledge of any of the following a plus:
• ICasino and Online Sports Betting

What the job involves

• You’ll apply your expertise in sports betting, iGaming, live sports streaming, payments and fraud prevention, CRM, and gamification technologies. Whether your passion lies in data, AI, machine learning, user experience, security, or emerging tech, you’ll have the opportunity to grow, innovate, put your ideas to the test, and make a real impact
• Join our team and elevate your career in a rapidly growing industry that rewards bold thinking, creativity, and innovation
• We are looking for a professional Call Center Representative to provide our customers with the best possible service
• In this role you will answer questions, handle complaints, troubleshoot problems about our products and services, and handle a high volume of inbound or outbound calls, chats, and emails
• The ideal candidate will seek to provide a positive experience for every customer that fully resolves their inquiry
• They will empathize, listen, and understand the real reason for the contact and take their time to ask all clarifying questions to get a full 360-degree view of the contact
• A successful representative will be efficient, detail-oriented, polite, knowledgeable, and able to adapt quickly to an ever-changing industry
• Understand and address player needs, complaints, or other issues with products or services
• Respond efficiently and accurately to contacts, explaining all possible solutions courteously and professionally
• Engage in active listening with callers, confirm or clarify information, and diffuse angry players
• Utilize software, databases, scripts, and tools appropriately
• Understand and strive to comply or exceed call center metrics while providing excellent customer service
• Be a part of and actively participating in all training, coaching and any other learning opportunities to expand knowledge of the company, products, and position
• Adhere to all company policies and procedures

Benefits

• Up to 10% annual bonus
• Career pathways and development opportunities
• Private healthcare scheme
• Enhanced Maternity/Paternity/Adoption leave pay
• Cycle to Work scheme
• Wellhub
• Life Assurance (3 x salary)
• Contributory Pension Plans
• Bally’s Perks - employee discounts portal