Customer Service Representative (Night Shift)

Ignite Your Career Where Innovation Leads the Way!

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.

You’ll apply your expertise in sports betting, iGaming, live sports streaming, payments and fraud prevention, CRM, and gamification technologies. Whether your passion lies in data, AI, machine learning, user experience, security, or emerging tech, you’ll have the opportunity to grow, innovate, put your ideas to the test, and make a real impact.

Join our team and elevate your career in a rapidly growing industry that rewards bold thinking, creativity, and innovation.

Well, what about the team?

We are looking for a professional Call Center Representative to provide our customers with the best possible service. This Representative 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.

As our sites operate 24/7, so does our Customer Service department. This position is a night shift role covering the hours of 11pm to 8am, working on a shift rotation with a team of night shift representatives.

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.

So what will you be doing?

• Understanding and addressing their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to contacts, explaining all possible solutions courteously and professionally.
• Engaging in active listening with callers, confirming or clarifying information, and diffusing angry clients.
• Utilizing software, databases, scripts, and tools appropriately.
• Understand and strive to comply or exceed call center metrics while providing excellent customer service.
• Being a part of and actively participating in all training, coaching and any other learning opportunities to expand knowledge of the company, products, and position.
• Adhering to all company policies and procedures.

 And what are we looking for? 

• Have passion for creating amazing customer experiences
• Understand how to balance quality vs. quantity
• Have growth/learning mindset to help manage change
• Demonstrate excellent thinking and problem-solving skills
• Able to sit for extended periods.
• Able to work on a computer with repetitive hand and wrist movement.
• Have exceptional attention to details
• Demonstrate fluency in both English and Spanish (preferred)

Experience Required:

• 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
• Knowledge of any of the following a plus:
  • iCasino and Online Sports Betting

Why You'll Love Working Here

Join a team where the culture hits just as hard as the wins:

• Competitive pay with annual salary reviews 
• Medical, dental and vision plan options
• 401(k) matching for long-term wins
• Monthly socials and team building events
• Home office allowance to level up your remote set up
• Work-from-anywhere month (yes, really!)
• Downtown office with snacks, games and unbeatable energy

Flexible Working

At Bally’s Interac