**Experienced Customer Service Agent – Retail – Web & Cloud Application Support**

At arenaflex, we're on a mission to revolutionize the gaming industry by creating immersive and responsible interactive experiences that are both innovative and fun. As a leading interactive gaming company, we're committed to helping our team members grow and succeed in a dynamic and supportive environment. If you're passionate about delivering exceptional customer experiences and have a knack for turning potentially unpleasant situations into memorable moments, we want to hear from you!

• *About arenaflex**

arenaflex is a subsidiary of PENN Entertainment, the largest regional casino operator in the U.S. Our digital arm is dedicated to pushing the boundaries of the gaming industry by developing cutting-edge interactive experiences that prioritize player satisfaction and responsible gaming practices. With a strong focus on innovation, arenaflex is constantly seeking talented individuals who share our passion for excellence and commitment to making a difference.

• *Job Summary**

We're seeking highly motivated and customer-centric Customer Service Agents to join our Retail team. As a key member of our support team, you'll be responsible for delivering exceptional customer experiences across various channels, including phone, live chat, and email. If you're a strong communicator with a passion for problem-solving and a desire to make a positive impact, we encourage you to apply for this exciting opportunity.

• *Key Responsibilities**

As a Customer Service Agent, you'll have the opportunity to:

• Communicate with our players and guests via phone, live chat, and email to ensure a seamless customer experience and provide comprehensive information on our hotel and casino properties.
• Use internal resources and systems to view guest account statuses and histories, using the information to assist guests over the phone.
• Provide an exclusive level of customer service during every conversation that demonstrates friendliness, care, and builds value in the arenaflex brand.
• Assist guests with booking hotel reservations, provide relevant information about our properties, and address guest inquiries while sustaining company conversion rate expectations.
• Operate our telephone call service by answering and transferring inbound phone calls and executing outbound phone calls when applicable.
• Answer guest questions about our hotel properties, casino property information, occasional PENNPlay account information, and property event information.
• Follow various internal standard operating procedures to escalate issues to casino property personnel or use your resources to find applicable answers for the consumer on any questions you may not know the answer to immediately.
• Deliver exceptional performance results in customer satisfaction while maintaining a positive tone with consumers over the phone and demonstrating patience and understanding regardless of the situation.
• Collaborate with your leaders and fellow team members to stay current of daily occurrences at our properties and within our backend systems that are impactful to the player experience.
• Maintain a strong track record for punctuality and attendance.
• Perform other duties as assigned.

• *Qualification Requirements**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be at least 21 years of age.
• High School diploma required. College degree, or progress toward a college degree preferred.
• Heightened sense of urgency and passion to learn new things.
• Highly developed sense of integrity and commitment to guest satisfaction.
• Demonstrated passion for excellence with respect to treating and caring for guests.
• Ability to type quickly and write with good grammar and punctuation.
• Strong attention to detail is a must!
• Must be an analytical thinker.
• Ability to maintain a friendly disposition under heavy pressure. Some guests may be frustrated when they contact us, and they let that be known.
• Great problem-solving abilities.
• Ability to interpret incomplete or cryptic messages that might be written by English as a second language customers.
• Have the ability to work some holidays and weekends.

• *What We Offer**

• Competitive compensation package.
• Comprehensive Benefits package.
• Fun, relaxed work environment.
• Tuition Reimbursement & Professional Development Programs.

• *Work Environment and Culture**

At arenaflex, we believe people work their best when they can be themselves. We're a diverse and inclusive organization that values creativity, innovation, and collaboration. Our team members are passionate about delivering exceptional customer experiences and are committed to making a positive impact in the gaming industry. If you're a hungry, innovative thinker who is eager to challenge the status quo, we encourage you to join our team!

• *Compensation and Benefits**

We offer a competitive compensation package, comprehensive benefits, and a fun, relaxed work environment. Our benefits package includes tuition reimbursement and professional development programs to help you grow and succeed in your career.

• *How to Apply**

If you're a motivated and customer-centric individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about our company culture and values, and to submit your application.