Penn National Gaming, Inc.

Call Center Agent

Location US-LA-Bossier City
Job ID
Casino Property
Margaritaville Resort Casino
Position Type
Regular Full-Time
Hidden (8721)




Don’t just work. Work Happy.


A career in gaming? At Margaritaville Resort Casino Bossier City, we think you’ll enjoy an exciting industry, fast-paced days and nights, diverse, enthusiastic co-workers, unlimited growth and support from one of the leaders in the industry.


An individual could be successful if they possess the following.

Your daily responsibilities include

  • Determines call center operational strategies by conducting needs of the department.
  • Maintains and improves call center operations by monitoring system performance.
  • Answers calls and responds to emails.
  • Handles guests’ inquiries both telephonically and by email.
  • Resolves problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems.
  • Enters new customer information into system.
  • Updates existing guest information.
  • Routes calls to appropriate resource.
  • Follows up guests’ calls where necessary.
  • Fulfills requests by clarifying desired information and forwarding requests.
  • Documents all call information according to standard operating procedures.
  • Completes call logs.
  • Produces call reports.

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


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. A combination of experience or training will be considered.

  • Minimum of 2 years of Call Center experience.


  • High School Diploma or equivalent.


  • Verbal and written communication skills
  • Listening skills
  • Problem analysis and problem solving
  • Guest service orientation
  • Organizational skills
  • Attention to detail
  • Judgement
  • Adaptability
  • Teamwork
  • Stress tolerance
  • Resilience



  • Fluent English language skills, both verbal and in writing.


  • Basic math skills; ability to add, subtract, multiply, and divide.


  • Ability to obtain the appropriate work authorization per local, state, federal, and gaming regulations.
  • Good keyboard skills and excellent telephone etiquette.

Something to leave you with

Penn National Gaming is more than you may realize. We have properties throughout the United States and are embarking on an aggressive growth mode. Our departments and areas of opportunity are ideal for just about any skill set. And our company-wide commitment to making sure our guests smile as much as we do means you’ll enjoy a fun working environment.


Now that you have read about who we are, here is your opportunity to see what we're about!




Equal Opportunity Employer



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