Penn National Gaming, Inc.

Player Experience Specialist

Location US-NJ-Cherry Hill
Job ID
2020-74277
Casino Property
Penn Interactive Ventures - NJ

Overview

Penn Interactive Ventures (PI) is a real-money interactive gaming company headquartered in Philadelphia. As the digital arm to Penn National Gaming (NASDAQ: PENN), the largest regional casino operator in the U.S., we are poised for fast-paced growth in the sports betting and online casino space and are looking for a Player Experience Specialist (PXS) to join our expanding Sportsbook team! As a PXS, you will be the face and voice of our digital sportsbook operations across the country.  You are quite literally our brand ambassador.

Your daily responsibilities include

  • Interact with Players through various Channels (Phone Call, Email, Chat, Social, Etc.)
  • Catalogue Complaints and Inquiries by Disposition
  • Finds, investigates and resolves Player issues in a timely manner with the highest possible Quality standards
  • Successfully maintains acceptable qualitative and quantitative KPI Scores
  • Identifies trends and reports potentially problematic leanings to Leadership
  • Perform other duties, as assigned

HOW TO BE OUR MVP

  • Put yourself in your player’s shoes.  Handle incoming requests from players to ensure that issues are resolved promptly and thoroughly in an empathetic and friendly manner. Resolve player complaints via email, online forums, real time chat, and phone calls.
  • Stay focused.  Respond quickly and promptly with good grammar, punctuation and attention to detail
  • Be thorough.  Gather player information, obtain and satisfy player needs, educate your player when necessary and always be a great investigator
  • Think like a gambler.  Leave players in a satisfied state after every interaction where possible.
  • Always be helping.  Troubleshoot and QA player issues. Replicate these issues where possible to report to the development and management team(s).
  • Be proactive.  Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience. 
  • Take ownership in your product.  Bug test new development builds and provide feedback from the customer experience point of view
  • Be organized.  Complete applicable workflows to meet player satisfaction criteria
  • Know you team.  Direct requests and unresolved issues to appropriate parties
  • Be nimble. This position is required to work some holidays and weekends

To be successful in this position it will require the following skill set

  • High School diploma required. College degree, or progress toward a college degree preferred
  • 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 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 cryptical messages that might be written by English as a second language customers
  • Employee must be able to qualify for licenses and permits required by federal, state and local regulations.

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