**Experienced Customer Service Representative - Retail - Immersive Gaming Experience**

At arenaflex, we're redefining the gaming industry by creating an immersive experience that's responsible, innovative, and fun. As a Customer Service Representative - Retail, you'll be the face and voice of our hotel, casino, and resort operations across the country. If you're passionate about making memorable experiences, skilled at turning potentially unpleasant situations around with a smile, and have experience in the hotel, travel, and/or hospitality industries, we want to hear from you!

• *About arenaflex**

arenaflex is the digital arm of PENN Entertainment, the largest regional casino operator in the U.S. Our mission is to challenge the norms of the gaming industry by building an immersive interactive gaming experience that's responsible, innovative, and fun. We're committed to helping our team members grow and succeed, and we believe that hiring talented individuals who love what they do will help us win!

• *Job Summary**

As a Customer Service Representative - Retail, you'll be responsible for providing an exceptional level of customer service to our guests via phone, live chat, and email. You'll develop in-depth knowledge of our hotel and casino properties and work with fellow sports fans in an exciting and fun working environment. If you're a strong communicator with great phone, chat, and email etiquette, and a demonstrated problem solver, we want to hear from you!

• *Typical Workday at arenaflex**

• Communicate with our players and guests via phone, live chat, and email to ensure a seamless customer experience and provide comprehensive information on the Property offerings.
• 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 Penn brand.
• For applicable properties, assist guests with booking hotel reservations, provide relevant information about the property, and address the guest's inquiry while sustaining company conversion rate expectations.
• Operate our telephone call service by answering and transferring inbound phone calls and execute outbound phone calls when applicable.
• Answer guest questions about Penn 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.
• Opportunity to work with and alongside fellow sports fans in an exciting and fun working environment.
• Collaborative and dynamic team environment.
• Recognition and rewards for outstanding performance.
• Opportunities for career growth and advancement.

• *Work Environment and Company Culture**

At arenaflex, we believe people work their best when they can be themselves. We're a diverse, equitable, and inclusive organization that values creativity, innovation, and teamwork. Our work environment is fun, relaxed, and collaborative, with opportunities to learn and grow with a talented team of professionals.

• *How to Apply**

If you're passionate about making memorable experiences and have the skills and qualifications we're looking for, we want to hear from you! Apply now by clicking the link below:

• *Equal Employment Opportunity**

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.

• *Note**

arenaflex is not responsible for any external links or websites. By applying to this job, you acknowledge that you've read and understood the job description and requirements.