Customer Service Agent - Sportsbook & Casino; Seasonal

PENN Entertainment, Inc. is North America’s leading provider of integrated entertainment, sports content, and casino gaming experiences. From casinos and racetracks to online gaming, sports betting and entertainment content, we deliver the experiences people want, how and where they want them.

We’re always on the lookout for those who are passionate about creating and delivering cutting‑edge online gaming and sports media products. Whether it’s through Hollywood Casino, the Score Bet Sports book, or the Score media app, we’re excited to push the boundaries of what’s possible. These state‑of‑the‑art platforms are powered by proprietary in‑house technology, a key component of PENN’s omnichannel gaming and entertainment strategy.

When you join PENN Entertainment’s digital team, you’ll not only work on these cutting‑edge platforms through the Score and PENN Interactive, but you’ll also be part of a company that truly cares about your career growth. We’re committed to supporting you as you expand your skills and explore new opportunities.

Are you interested in sports wagering and online casino games? Are you looking for a role that allows you to work from home 4 out of 5 days per week? Are you available to work weekdays and weekends? Do you have at least 1 year of experience in customer service/support? Penn Interactive (Hollywood Casino and the Score Bet) is looking for outgoing and driven Customer Support Agents who have the desire to build strong relationships and top‑tier experiences for our patrons!

Working out of our Cherry Hill, New Jersey office, our Customer Service Agent must be an excellent communicator with great phone, chat, and e‑mail etiquette, as well as problem‑solving skills. As a Customer Service Agent, you will have in‑depth knowledge of our mobile applications and a desire to understand ways that we can improve our platforms to ensure we provide the best experiences for our customers.

You must be flexible and able to adjust to the quick and demanding changes in our business and industry.

• Communicate with players and guests via live chat, email and phone to ensure a seamless customer experience and provide comprehensive information on the multitude of mobile apps supported.
• Use internal resources and systems to view player account statuses and histories, using the information to assist with conversations with players.
• Provide an exclusive level of customer service during every conversation that demonstrates friendliness, care, and builds value in the Penn brand.
• Assist guests with booking hotel reservations and RSVPs to special events while sustaining company conversion rate expectations.
• Operate the telephone system to set your call availability status, answer and transfer inbound calls, and execute outbound calls when applicable.
• Answer player questions about Penn Entertainment, the Score Bet, Hollywood , Penn Play, casino property information, account statuses, promotional offers, and property event information.
• Follow internal standard operating procedures to elevate issues to internal Penn Interactive departments and casino property personnel.
• Assist with securing helpful business insights by dispositioning player contact reasons upon conclusion of each interaction.
• Use internal tools and systems to investigate and troubleshoot technical issues players are experiencing with our products.
• Deliver exceptional performance results in customer satisfaction and contact handle times.
• Collaborate with leaders and team members to stay current on daily trends that impact the player experience.
• Maintain a strong track record for punctuality and attendance.
• Perform other duties as assigned.

• High School diploma or College Degree required.
• Heightened sense of urgency and passion to learn new things.
• Highly developed sense of integrity and commitment to player satisfaction.
• Demonstrated passion for excellence with respect to treating and caring for players.
• Ability to type quickly and write with good grammar and punctuation.
• Strong attention to detail and analytical thinking.
• Ability to maintain a friendly disposition under heavy pressure; some players may be frustrated…