VIP Account Associate | Sports

About Us

We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.

We were recognized as one of Glassdoor’s “Best Places to Work”.

Location:

Must be based in Massachusetts.

About the Role

As a VIP Account Associate, you will provide assistance to our valued players through various communication channels to maintain long-term customer loyalty. With responsibility for a defined segmentation of players, you will be tasked with achieving company objectives through effective telemarketing and customer relations. This will involve assisting players throughout their activity journey, providing a direct point of contact for any service-related items.

Responsibilities

• Supporting campaigns to help improve customer experience on the site

• Providing direct customer service through phone, email, and text messages

• Offer service to players, including but not limited to help solve problems, answer queries, support ongoing promotions

• Liaise with different departments to implement solutions to customer issues

• Thorough understanding of existing products, services, and initiatives available on the BetMGM platform

• Ensure compliance with all applicable regulations and legislation, ensuring that all risks within areas of responsibility are identified and managed effectively

• Fully comply with and uphold company expectations including policies, procedures, department goals and business strategy

• Conducts themselves with the highest level of integrity and honesty

• In-person hosting for events, suites, and on-premise at MGM properties.

Essential Functions

• Must be able to stand, sit, and operate computers and other technological devices for extended periods of time

Qualifications  

• 2+ years of VIP hosting experience preferred, including but not limited to Sports VIP

• Hosting experience in land-based casino marketing environment

• Excellent knowledge of sports betting required

• Sales driven, computer literate with an emphasis on Excel, excellent communication skills and telephone etiquette

• Detail oriented with effective time management skills and the ability to produce results while working under pressure

• The ability to work independently, offer top tier customer service and identify customer trigger points

• Analytically curious with the ability to think outside the box to resolve issues quickly and effectively

• Expert in back-end systems such as BetScroller, Trading Dashboard, P-reports, CSM, Geocomply, Backoffice, and Power BI 

The annual salary range for this position is $60,000 to $70,000.  Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.  This position is also eligible for participation in a performance-based bonus plan. 

Gaming Compliance & Licensing Requirements
 
As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations.  Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies.  Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment.  Please note that the licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification.

In addition, candidates must