Customer Service Agent - Sports - $20.50/hour - Hybrid - OVERNIGHT 11:30pm to 8am ID-2225

November 30, 2024

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 + $1.00/hour for the shift differential earning you $20.50/hour working our overnight shift. Ready to have fun? Read below and apply now!

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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 areimpactful 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 frustratedwhen 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 secondlanguage customers.
Team members must be able to qualify for licenses and permits required by federal, state andlocal 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.

**Customer Service Agent - Sports - $20.50/hour - Hybrid - OVERNIGHT 11:30pm to 8am ID-2225**

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

DISCLAIMER

Other Jobs You May Be Interested In

Customer Service Agent - Sports - $20.50/hour - Hybrid - OVERNIGHT *11:30pm to 8am* ID-2225

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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**Customer Service Agent - Sports - $20.50/hour - Hybrid - OVERNIGHT 11:30pm to 8am ID-2225**