Customer Service 2nd Line Agent

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

New Jersey

About the Role

The Customer Service 2nd Line Agent is a specialized business-critical unit that acts as the bridge between CS1, Tech, CRM, Developers, and Product Teams. As a CS2 Agent, you will be responsible for raising, prioritizing, and managing all business impacting incidents and regularly communicating with applicable departments.

Responsibilities

• Handle a wide variety of account & tool related queries escalated by numerous teams within operations across all products and labels
• Differentiate between technical & configuration related issues to quickly identify correct POC(s) for optimal SLA
• Communicate & liaise between internal and external teams to identify and resolve Product/Promotional/Tool and Technical related issues
• Prioritize INC’s depending on customer contact & business impact
• Relay complex technical issues and resolutions to both internal & external parties
• Review escalations via the CS Possible INC Teams Channel to proactively report issues in real time to minimize business impact
• Keep up-to-date relevant documentation (moss articles) and create ST templates
• Provide product suggestions & feedback to improve the overall experience for both CS & our Players
• Test new features & player journeys to ensure a smooth implementation
• Complete contact driver reports (contacts/category) if required by the business
• Resolve automated reports within our TAT: Victim, Tier Status Failures, Duplicate ML#
• Communicate & liaise directly with our POC’s at MGM & Borgata Resorts to resolve all escalations within applicable TAT
• Deliver Tech walkthrough’s & training’s if required by the business
• Identify pain points & training opportunities to improve overall workflow, experience, and SLA’s
• Regularly update Operations on CS2 related important trends & news via huddles, meetings, & e-mails

Essential Functions

• Bachelor’s degree preferred
• Technical certifications are a plus

Qualifications  

• Proven & consistent success within previous role
• Overall tech-savviness
• Well versed in navigation & trouble shooting of iOS/Android/Mac/PC devices
• A knack for documentation and research 
• A very high attention to detail
• Strong written and verbal communication skills
• Robust familiarity with BetMGM products, tools, teams, and SOP’s
• Great understanding of both internal & external customer journey’s
• Very strong problem-solving skills
• Passion for helping & teaching others
• Strong desire and passion for process improvement
• Demonstrated ability to work well alone & under pressure
• Additional Requirements (if applicable)
• We seek individuals who are thrilled by challenge and consistently rise to it by performing in a fast-paced, innovative, and diverse environment that will result in a strong culture that promotes growth and development

Compensation The hourly salary range for this position is $20.58 - $27.01.  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