Customer Service Representative; Night Shift

Who we are?

Bally's Corporation is a global casino-entertainment company with a growing omni‑channel presence. It owns and manages 15 casinos across 10 states, a golf course in New York, a horse racetrack in Colorado, and has access to OSB licenses in 18 states. Bally's Interactive International, formerly Gamesys Group, is a leading global online gaming operator, and Bally Bet is a first‑in‑class sports‑betting platform.

With 10,600 employees, Bally’s casino operations include approximately 15,300 slot machines, 580 table games, and 3,800 hotel rooms.

We are looking for a professional Call Center Representative to provide customers with the best possible service. The 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, empathizes, listens, and understands the real reason for contact, taking the time to ask clarifying questions to get a full 360‑degree view.

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.

This role requires employees to obtain and maintain licensing in all jurisdictions Bally’s operates in. Background checks will be conducted upon a successful offer.

• Understand and address customer needs, complaints, or other issues with products or services.
• Respond efficiently and accurately to contacts, explaining all possible solutions courteously and professionally.
• Engage in active listening with callers, confirming or clarifying information, and diffusing angry clients.
• Utilize software, databases, scripts, and tools appropriately.
• Comply with or exceed call‑center metrics while providing excellent customer service.
• Participate in all training, coaching, and learning opportunities to expand knowledge of the company, products, and position.
• Adhere to all company policies and procedures.

• Passion for creating amazing customer experiences.
• Ability to balance quality and quantity.
• Growth mindset to manage change.
• Excellent thinking and problem‑solving skills.
• Ability to sit for extended periods.
• Ability to work on a computer with repetitive hand and wrist movement.
• Exceptional attention to detail.
• Fluency in both English and Spanish (preferred).

• High School Diploma or equivalent.
• Exceptional Customer Service Skills.
  • 1+ year of Customer Service experience (Contact Center or Retail).
• Troubleshooting technical skills a plus.
• Great communication skills, both verbal and written.
• Proficiency with computers, especially CRM and tools.
• Proficiency with computer systems.
  • Basic troubleshooting.
  • Multiple platforms/operating systems.
• Knowledge of any of the following a plus:
  • iCasino and Online Sports Betting.

• Annual vacation.
• Annual bonus.
• 401(k) program.
• Health insurance.
• Home office allowance.

Bally’s Interactive champions hybrid working wherever possible, offering a flexible blend of working in the office 3 days a week and from home twice a week.

At Bally’s Interactive, we are committed to promoting equal opportunities in employment and working conditions. We do not discriminate against employees or job applicants on the basis of race, colour, nationality, ethnic or national origin, age, sex, sexual orientation, gender reassignment, religion or belief, marital or civil partner status, pregnancy or maternity, political opinion, or disability. Diversity, equity, and inclusion are important to us, and we encourage a culture where everyone can be themselves at work.

Salary: $42,000 USD.