Customer Service Representative

Job Category
:
Operations - Customer Service

Requisition Number
: CUSTO
010977

• Posted:
  April 28, 2026
• Full-Time
• Hybrid

Showing 1 location

Toronto, ON , CAN

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.

This role is a current vacancy, and we are actively seeking a candidate to join the team.

• Understand and address player 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, confirm or clarify information, and diffuse angry players.
• Utilize software, databases, scripts, and tools appropriately.
• Understand and strive to comply or exceed call center metrics while providing excellent customer service.
• Be a part of and actively participating in all training, coaching and any other learning opportunities to expand knowledge of the company, products, and position.
• Adhere to all company policies and procedures.

We use Metaview, an AI-powered note-taking tool, during interviews to help capture key discussion points. The tool is used for note-taking purposes only and does not evaluate candidates or influence hiring decisions. Interview notes are used solely for recruitment purposes and are handled in accordance with applicable U.S. and Canadian privacy laws.

• Passion for creating amazing customer experiences.
• Understanding how to balance quality vs. quantity.
• Growth/learning mindset to help manage change.
• Excellent thinking and problem-solving skills.
• Able to sit for extended periods.
• Able to work on a computer with repetitive hand and wrist movement.
• Exceptional attention to details.
• Demonstrate fluency in both English and Spanish (preferred).
• High School Diploma or equivalent.
• 1+ Years of Customer Service Experience (Contact Center or Retail).
• Great communication skills, both verbal and written.
• Proficiency with computers, especially our CRM and tools.
• Knowledge of any of the following a plus: iCasino and Online Sports Betting.