Sportsbook Agent - Sportsbook

Hard Rock Hotel & Casino Ottawa • Hard Rock Casino Northern Indiana, IN

2d

About The Position

The Sportsbook Agent reports to the Supervisor, Sportsbook and works as part of a team to meet customer satisfaction expectations and enhance the player experience. The role provides professional, accurate, and timely assistance with players’ interactions with the Retail and Online Sportsbook and related products.

Requirements

• High school diploma or equivalent.
• Obtain and maintain all licenses and certifications required by Federal, State, and Indiana Gaming Commission regulations.
• Successfully pass a background check.
• Successfully pass drug screening.
• Be at least 21 years of age.
• Be able to work holidays and weekends, as well as flexible shifts.
• Provide excellent customer service and support.
• Communicate clearly and concisely, both orally and in writing.
• Work efficiently in a high-volume work environment.
• Have working knowledge of office procedures, methods, and equipment, including computers and applicable software applications.
• Have excellent working knowledge of Microsoft Word, Excel, Outlook, and PowerPoint.

Nice To Haves

• Experience in a casino environment, with knowledge of online and/or brick-and-mortar casino and sportsbook operations.
• Knowledge of sports wagering terminology.

Responsibilities

• Record patrons’ wager requests and enter them into the wagering system.
• Manage a cash drawer for wagers and payouts, and reconcile the drawer.
• Identify and advise customers who may be at risk of responsible gaming issues.
• Communicate wagering rules, policies, terms and conditions, and promotional campaigns to customers.
• Promote and educate patrons about sports products and wager types.
• Follow company business practices when assisting customers by phone, email, and live chat.
• Validate and verify player documentation according to company guidelines.
• Review customers’ financial transaction histories to answer questions about required documents.
• Review customers’ game player histories to answer questions about payouts and rules.
• Proactively contact players based on real-time event monitoring.
• Participate in the outbound sales program as time allows.
• Attend seminars when needed.

Benefits

• Comprehensive benefits package intended to support team members’ health, future planning, and work-life balance; benefits may vary with employment status.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED