Wynn Sports Interactive Customer Support Agent - New Jersey City based in Jersey City, NJ at Encore Boston Harbor

Date Posted: 2/6/2021

Job Snapshot

Job Description

Representing WSI in all customer contacts, giving the best service via email, phone, social media and live chat - part of excellent customer service is building retention with customers, making them feel welcomed, special and ensuring that they are enjoying their sport betting and casino experience.

Essential Job Functions

  • Communicating with the customers in a professional manner, in writing as well as verbally. We expect our specialists to show respect, take personal responsibility and be able to handle stressful situations.
  • Building and maintaining relationships with existing and new customers - our key goal is to establish trust with our customers. In order to do so, it is vital to listen and understand. The customer service department's goal is not only to help the players. Our aim is to make our players choose to play at Wynn over any other betting and casino.
  • Identify and report improvement areas according to company procedures. As you will be the first one handling customer's issues and understanding them from their perspective, we want you to forward your feedback forward to our Marketing, Product & Tech departments as this enables us to constantly improve our platform in a way that clearly reflects our customers’ perspective
  • Helping our customers with all their inquiries.
  • Assisting customers with on-going marketing campaigns.
  • Logging tasks in accordance with company guidelines.
  • Assist payment & fraud specialists in upholding the security of the company and preventing fraudulent activities.
  • Advising players on responsible gaming tools and acting proactively on player's gaming patterns.
  • Escalating and following up customer cases when needed.
  • Handling and verifying KYC documents.

Job Requirements

Specific responsibilities include:

  • On-line experience in Support / Customer Services.
  • Previous experience in iGaming or keen interest in sports or casino games.
  • Good communication skills.
  • Experience in assisting the customers via email, phone and chat.
  • Ability to type at least 65 WPM.

Skills / Attributes

  • Excellent written and verbal communication skills.
  • Fluent English speaker (additional languages beneficial).
  • Flexible and willing to work daily/evening shifts.
  • Clear thinking and problem-solving skills.
  • Positive mindset and a can-do attitude.
  • Willingness to learn and go the extra mile.
  • Good knowledge of Microsoft Office.

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws