Wagering Customer Service Agent - Part Time (Swing Shift)

Job title: Wagering Customer Service Agent - Part Time (Swing Shift) in Hot Springs, AR at Oaklawn Racing Casino Resort

Company: Oaklawn Racing Casino Resort

Job description: Thank you for your interest in becoming part of the Oaklawn Team. We have an extraordinary legacy. We are a family with strong core values, providing a new level of excitement for our guests and Team Members as we aspire to be Arkansas' Employer of Choice.We are currently seeking a talented individual to become a Wagering Customer Service Agent. An individual could be successful if they possess the following:ESSENTIAL DUTIES AND RESPONSIBILITIESThis role will be responsible for providing exceptional support to users of our online sports wagering platform Oaklawn Sports via instant chat, phone and email. The ideal Candidate will have a passion for sports, a strong understanding of online betting and the ability to assist customers efficiently and professionally.

• Respond promptly and professionally to customer inquiries via live chat, email, and phone


• Provide support for account-related issues, deposits and withdrawals, technical trouble shooting, and general betting inquiries


• Assist customers in navigating the platform, understanding betting market, and resolving wagering disputes


• Identify and escalate complex issues to the appropriate department while ensuring timely follow-ups


• Maintain up-to-date knowledge of sports wagering regulations, promotions, and platform policies


• Accurately document customer interactions and resolutions in the customer support system


• Monitor and report suspicious activity to ensure compliance with responsible gaming policies


• Work in a fast-paced environment while maintaining a high level of professionalism and empathy


• Always maintain positive guest relations


• Resolve guest complaints, ensuring guest satisfaction


• Monitor and maintain cleanliness, sanitation and organization of assigned work areas


• Consistently offer professional, friendly and engaging service


• Answer telephone and email inquiries in a timely manner


• Comply with all company privacy standards


• Follow department policies, procedures and service standards


• Follow all safety policies


• Ability to work nights, weekends and holidays


• Punctual attendance required


• Must be able to prioritize and multi-task effectively


• Must be able to meet exceptional service standards


• Excellent communication skills with an emphasis on proper phone etiquette


• Excellent listening skills


• Ability to work well under pressure in a fast-paced environment


• Ability to work cohesively as part of a team


• Ability to focus attention on guest needs, remaining calm and courteous at all times


• Ability to remain positive, resourceful and improvise while working in a fast-paced environment, sometimes under pressure


• Must be able to type 50 words per minute


• Computer proficiency is required; Microsoft Office, Outlook, Word, Excel


• Must be highly motivated and customer-focused


• Other duties as assigned

• Previous experience in customer service, preferably within online gaming, sport betting, or hospitality industries


• Strong knowledge of sports wagering platforms


• Excellent written and verbal communication skills


• Ability to multitask and work efficiently under pressure


• Strong problem-solving skills and attention to detail


• Flexible availability, including nights, weekends, and holidays


• Familiarity with responsible gaming practices and industry regulations is a plus


• Proficiency in multiple languages is a plus

Expected salary:

Location: Hot Springs, AR

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