Customer Service Representative

Bally's Interactive•Toronto, ON

3d•Hybrid

About The Position

Bally’s Interactive is redefining the future of entertainment by powering one of the world’s most dynamic entertainment ecosystems. We believe the customer experience is the product, and through technology and innovation, we create experiences that captivate and delight our customers. We are looking for a professional Call Center Representative to provide our customers with the best possible service. In this role you will answer questions, handle complaints, troubleshoot problems about our products and services, and handle a high volume of inbound or outbound calls, chats, and emails. The ideal candidate will seek to provide a positive experience for every customer that fully resolves their inquiry. They will empathize, listen, and understand the real reason for the contact and take their time to ask all clarifying questions to get a full 360-degree view of the contact. A successful representative will be efficient, detail-oriented, polite, knowledgeable, and able to adapt quickly to an ever-changing industry. Please note that this position has access to customers details – therefore requires employees to be able to obtain and maintain licensing in all jurisdictions Bally’s operates in. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these background checks upon a successful job offer. This will be done in a confidential manner, and solely for the purposes of verification. This role is a current vacancy, and we are actively seeking a candidate to join the team.

Requirements

High School Diploma or equivalent.
Exceptional Customer Service Skills.
1+ Years of Customer Service Experience (Contact Center or Retail)
Troubleshooting technical skills a plus.
Great communication skills, both verbal and written.
Proficiency with computers, especially our CRM and tools.
Proficiency with computer systems
Including basic troubleshooting
Multiple platforms/operating systems

Nice To Haves

Demonstrate fluency in both English and Spanish (preferred)
Knowledge of any of the following a plus: iCasino and Online Sports Betting

Responsibilities

Understand and address player needs, complaints, or other issues with products or services.
Respond efficiently and accurately to contacts, explaining all possible solutions courteously and professionally.
Engage in active listening with callers, confirm or clarify information, and diffuse angry players.
Utilize software, databases, scripts, and tools appropriately.
Understand and strive to comply or exceed call center metrics while providing excellent customer service.
Be a part of and actively participating in all training, coaching and any other learning opportunities to expand knowledge of the company, products, and position.
Adhere to all company policies and procedures.