Race and Sports Guest Service Representative

Durango Casino & Resort•Las Vegas, NV

6d•Onsite

About The Position

Perform responsibilities in accordance with all Company standards, policies, and procedures. Provide front-line Guest support for the Company's Race & Sports Book, resolving player inquiries across chat, email, and phone channels in a timely, accurate, and service-oriented manner. The R&S Guest Service Representative role models the core values of our culture including: Kind, Forward Thinking, Inclusive, Passionate, Reliable and Self-Aware.

Requirements

Ability to communicate effectively with Guests, Team Members, and Management in both written and verbal form, with strong active-listening and de-escalation skills.
Must be able to type quickly and accurately while navigating multiple systems during live Guest interactions.
Must have knowledge of Microsoft PC applications and be comfortable learning proprietary sportsbook, ticketing/CRM, and player-account platforms.
Prior Guest service, call center, or Casino/gaming experience required.
Working knowledge of sports, racing, and sports wagering — including common bet types, markets, and bet grading concepts — required.
Ability to handle a high volume of contacts across chat, email, and phone, including during peak event periods, while maintaining accuracy and quality standards.
Excellent time management, problem-solving, and organizational skills, with strong attention to detail and documentation.
Must be at least 21 years of age and able to obtain and maintain a valid Nevada Gaming registration/card as required.
Must be flexible to work a rotating schedule, including nights, weekends, and holidays, based on business and event demands.

Nice To Haves

Race & Sports Book or online (RMG) sports betting support experience strongly preferred.

Responsibilities

Serve as the first point of contact for Race & Sports Book players, delivering real-time, empathetic Guest support across live chat, email, phone, and web widget channels while meeting established response and resolution time targets.
Research and resolve bet inquiries, including reviewing wager status, bet history, and bet grading questions; identify, document, and escalate bet grading discrepancies and grading delays to the appropriate bookmaking/trading team for correction.
Assist patrons with account-related needs, including registration issues, login and authentication problems (including exceeded login attempts), account changes, account inquiries, and account closures.
Support deposits, withdrawals, cash-out, and balance inquiries; troubleshoot payment-related issues and forward to the appropriate payment provider or land-based/RMG casino when required.
Guide players through KYC/ID verification and geolocation requirements, and support players in the use of Responsible Gaming tools and limits in accordance with regulatory and Company standards.
Escalate technical issues across mobile apps, sportsbook, and platform (including geolocation and post-maintenance issues); clearly document each interaction, categorize tickets accurately, and follow up on missed calls and callbacks.
Answer questions regarding promotions, bonuses, wagering requirements, terms and conditions, and rewards/loyalty programs; escalate complaints, feedback, and potential AML/Fraud concerns through the proper channels.
Maintain up-to-date knowledge of sports, wagering markets, bet types, and betting rules across major leagues and racing in order to accurately assist players and explain wagering information.
Interact with Team Members and Guests in a positive and friendly manner.
Other job-related duties as assigned.