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Customer Service Senior Agent

Date Posted: 9/18/2023

Job #1629843
Jacksonville, Florida

This is a 6-12 month contract position paying $24 dollars/hr sitting onsite in Jacksonville Florida, 5 days per wee.  
Customer Experience Senior Agent


  • Act as the front line of for the company by communicating directly with customers through emails, chats, and phone calls.
  • Help share customer insights and trends to all areas of the business including product, marketing, and operations.
  • Resolve all customer issues, questions, incidents, complaints, etc. in a timely and professional manner and to the complete satisfaction of the customer.
  • Act as a subject matter expert and mentor for investigative staff and as a department liaison with other business departments.
  • Assist management and internal teams with ad hoc requests and escalations.
  • Review complex customer inquiries escalated by agents.
  • Recognize possible suspicious, fraudulent or AML activity and partner with the Fraud team to resolve.
  • Recognize possible payment (deposit & withdrawal) related concerns and partner with the Payments team to resolve.
  • Stay up to date on latest industry trends and internal policies and procedures to make sure customers are getting consistent top tier support.
  • 2-4 years of relevant experience in a customer call center.
  • A Bachelor's Degree in a related field will be considered an asset.
  • Understanding of gaming and payment processes.
  • Self-motivated, analytical thinker with exceptional attention to detail.
  • Investigative curiosity with strong organizational skills.
  • Competence with Zendesk/Salesforce & Microsoft Office product suite. Intermediate Excel skills are preferred but not required.
  • Ability to work days, nights, and weekends.
  • Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies. Failure to be licensed or retain licensure will result in termination of employment.

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