iGaming Digital Marketing Customer Service Representative

Resorts World NYC•New Brunswick, NJ

2d•Remote

About The Position

This role is responsible for delivering top-tier customer service across all support channels, resolving player complaints, and assisting players with a wide range of needs related to their gaming experience. The representative will also help customers with game-related inquiries, monitor anti-fraud measures, and ensure adherence to security protocols and gaming regulations. Additionally, they will gather and relay player feedback, maintain accurate records, and collaborate with internal teams to enhance the overall customer experience.

Requirements

1–2 years of customer support or service experience, preferably in iGaming or a regulated industry.
Must currently reside in New Jersey and perform all work duties within the state.
Strong communication, adaptability, and problem-solving skills.
Team player with a positive attitude, willingness to collaborate with colleagues, and a strong commitment to continuous learning and professional growth.
Fluency in English, both written and spoken, is required.
Ability to work rotating shifts, including nights, weekends, and holidays.
Ability to work effectively in a remote environment with reliable internet access and a professional, distraction-free workspace.
Detail-oriented with a commitment to maintaining service standards and compliance.
Comfortable in a remote model with flexibility for training and team events.

Nice To Haves

Proficiency in additional languages is considered a strong asset.

Responsibilities

Deliver top-tier customer service across all support channels, maintaining service excellence and meeting defined SLAs.
Resolve player complaints and escalate unresolved issues as needed.
Assist players with a wide range of needs, including account access, payments, promotions, technical troubleshooting, and all other aspects of the player experience.
Assist customers with game-related inquiries, helping them understand the rules, strategies, and features of various online casino games.
Monitor and implement anti-fraud measures to protect both the company and its customers.
Stay updated on company products, policies, and promotions to provide accurate information.
Ensure adherence to security protocols and gaming regulations.
Gather and relay player feedback to support continuous improvement.
Maintain clear and accurate records of customer interactions.
Collaborate with internal teams to enhance overall customer experience.