Golden Nugget Las Vegas

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Customer Service Representative - IGaming

at Golden Nugget Las Vegas

Posted: 5/17/2019
Job Reference #: 442002

Job Description

Location
0875 - Golden Nugget Atlantic City

Job Description
 
  • Exhibit conduct in accordance with all Gaming Commission Regulations, Federal and State laws and regulations, and Golden Nugget and departmental policies and procedures.
  • Consistently deliver positive, courteous and professional guest service in all interactions with guests, visitors, vendors and fellow employees.
  • Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service.
  • Will provide support to the end user of our gaming products. H/she will be the point of contact for any and all patrons experiencing issues or have questions related to:
  • Technical inquiries regarding Geo Location, Device Compatibility and the like.
  • Financial transactions including deposits and withdrawals.
  • Website UX.
  • Game Play questions including rules and payouts and investigation of game outcomes upon request.
  • KYC (Know Your Customer) documentation requirements.
  • Terms and Conditions of Marketing/Bonus Campaigns
  • Regulations regarding online gaming in their jurisdiction.
  • Frontline support for addressing questions, issues and complaints submitted by end user patrons via Live Chat, Email and Phone.
  • 1-2 years of Sports Wagering experience a plus
  • Execute best business practices as outlined in the internal controls governing that specific B2B client.
  • Utilize knowledge of jurisdictional regulations and policies when addressing patron issues considered to be in conflict with said regulations and policies of specific B2B client.
  • Develop a clear understanding of UX to draw on when addressing patron experience questions or issues.
  • Provide clear and concise communication during internal escalations that cannot be resolved by frontline support.
  • Exhibit a professional and courteous demeanor to provide an enjoyable and or apathetic experience during their time of communication with end user patrons.
  • Perform outbound communications including sales and conversations.
  • Perform other duties as assigned.

Requirements:

  • Six months to two years of previous Customer Service experience in a direct contact setting. On-line or land based casino experience a plus!
  • Proficiency in Microsoft Office; Word and Excel
  • Solid experience and a thorough understanding of sports and sports wagering
  • Must be comfortable using multiple software applications at the same time to reach a single summary or resolution.
  • Fast acting troubleshooting and analytical skills required.
  • Must be able to obtain a Casino Employee gaming license based on jurisdiction.
  • High School Diploma Required, Bachelor's Degree preferred but not essential.


Should accommodation assistance be needed in the application process, applicants can contact Golden Nugget Human Resources at 609-441-8493 or via email:  GNACHRInfo@gnacm.com

Auto req ID
14561BR

Concept / Brand
Golden Nugget Atlantic City

Posting Job Title
Customer Service Representative - IGaming

City
Atlantic City

State
NJ