enn Interactive (PI) is an interactive gaming company headquartered in Philadelphia. PI is the digital arm of PENN Entertainment (NASDAQ: PENN), the largest regional casino operator in the U.S.). Our mission is to challenge the norms of the gaming industry by building an immersive interactive gaming experience that is responsible, innovative, and fun. We are committed to helping our team members grow and succeed. We believe that hiring talented individuals that love what they do will help us win!
Casino Customer Support Agent – Retail
Are you passionate about making memorable experiences? Are you skilled at taking potentially unpleasant situations, and turning them around with a smile? Do you have experience in the hotel, travel and/or hospitality industries? Are you technologically savvy, and can navigate multiple tools at once to help our guests?
At PENN Entertainment, we believe we are where the fun begins, and you might just be someone’s first step in getting there!
PENN Entertainment (ESPNBET and Casino, PENNPlay, Hollywood Casino, plus 43 properties across 20 states) is looking for outgoing and driven Customer Service Agents who have the desire to build strong relationships and top-tier experiences for our hotel and casino guests!
As a Retail Customer Service Agent you must be an excellent communicator with great phone, chat, e-mail etiquette, and a demonstrated problem solver. As a Retail Customer Service Agent, you will develop in-depth knowledge of our hotel and casino properties and a desire to understand ways that we can improve our guest experiences to ensure we provide the best. You must be flexible and able to adjust to the quick and demanding changes in our business and industry. You will be given the opportunity to work with and alongside fellow sports fans within an exciting and fun working environment!
As a Retail Customer Service Agent, you will be the face and voice of our hotel, casino and resort operations across the country. Ready to have fun? Read below and apply now!
Typical Workday at Penn Entertainment
- Communicate with our players and guests via phone, live chat and email to ensure a seamless customer experience and provide comprehensive information on the Property offerings.
- Use internal resources and systems to view guest account statuses and histories, using the information to assist guests over the phone.
- Provide an exclusive level of customer service during every conversation that demonstrates friendliness, care, and builds value in the Penn brand.
- For applicable properties, assist guests with booking hotel reservations, provide relevant information about the property and address the guest’s inquiry while sustaining company conversion rate expectations.
- Operate our telephone call service by answering and transferring inbound phone calls and execute outbound phone calls when applicable.
- Answer guest questions about Penn hotel Properties, casino Property information, occasional PENNPlay account information, and Property event information.
- Follow various internal standard operating procedures to escalate issues to casino Property personnel or use your resources to find applicable answers for the consumer on any questions you may not know the answer to immediately.
- Deliver exceptional performance results in customer satisfaction while maintaining a positive tone with consumers over the phone and demonstrating patience and understanding regardless of the situation.
- Collaborate with your leaders and fellow team members to stay current of daily occurrences at our properties and within our backend systems that are impactful to the player experience.
- Maintain a strong track record for punctuality and attendance.
- Perform other duties as assigned.
Qualification Requirements
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. Must be at least 21 years of age. High School diploma required. College degree, or progress toward a college degree preferred.
- Heightened sense of urgency and passion to learn new things.
- Highly developed sense of integrity and commitment to guest satisfaction.
- Demonstrated passion for excellence with respect to treating and caring for guests.
- 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 heavy pressure. Some guests may be frustrated
when they contact us, and they let that be known. - Great problem-solving abilities.
- Ability to interpret incomplete or cryptic messages that might be written by English as a second
language customers. - Have the ability to work some holidays and weekends.
What We Offer
- Competitive compensation package.
- Comprehensive Benefits package.
- Fun, relaxed work environment.
- Tuition Reimbursement & Professional Development Programs.