Customer Experience Associate
JACK Entertainment
The Customer Experience Associate will work with multiple teams to improve the customer experience and ensure all customers have a positive experience within the JACK Entertainment brand. This role involves working with customer support colleagues, team managers, and Jack Entertainment casino clients to provide a world‑class customer experience. Successful candidates show initiative, dedication, and willingness to take advice and direction, maintain excellent communication with internal and external clients and team members, and be a part of the team that is the voice of our brand. Essential Functions Provide excellent customer service via chat, email, and phone. Resolve complaints in a timely and efficient manner. Work with multiple teams to improve the customer experience. Be a subject matter expert on the betJACK mobile app and JACK Casino properties. Stay current on all offerings and promotions. Escalate problems as they arise. Constantly evaluate opportunities to enhance the customer journey. Review identification documents for verification. Maintain strict confidentiality of account information. Assist payment & fraud specialists in upholding the company’s security and preventing fraudulent activities. Advise players on responsible gaming tools and act proactively on player's gaming patterns. Troubleshoot any technical issues. Keep ahead of customer support industry trends, challenge the status quo, and apply best practices or new ideas to areas of improvement. Participate in the testing of new products and services. Perform additional duties as assigned. Knowledge, Skills & Abilities Self-starter with the ability to positively influence team members. Hourly shift-based position—flexible and willing to work weekdays, weeknights, and weekends due to varying shifts. Online troubleshooting technical issues relating to customers and products. Proven track record of success in customer service via online gaming, sports wagering, or relevant industries. Goal-driven with strong problem-solving and organizational skills. Proficient working knowledge of computer programs. Natural desire to question, re‑think, and optimize customer support processes to meet the needs of the customer. Analytical capabilities to comprehend metrics and identify key drivers for improving performance. Education And Experience Bachelor’s degree preferred. Minimum one year of previous inbound call center experience. Type 40 words per minute. Competence with Zendesk (or other ticketing processor systems) and Microsoft Office product suite preferred. Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies; failure to be licensed or retain licensure will result in termination of employment. At least 21 years old. Required Certification/License This position requires obtaining and maintaining an Ohio Casino Control Commission Gaming Employee license and an Ohio Lottery Commission Gaming License. #J-18808-Ljbffr
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