Customer Support Advisor – BetMGM

Company Description
We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group.
You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.
We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflects the communities we serve so we
approach our work fearlessly, take responsibility when we get it wrong, and ante-up again.
We play to win, and we are all-in together.
Job Description
This is an onsite role. As a Customer Support Advisor you will provide award-winning standard service across all contact channels through all communication channels (voice and non-voice) whilst maintaining service levels and efficiencies.
Reporting to the Customer Support Team Manager, you will be part of the Customer Service Team. This team will improve customer value through maximising customer conversion and retention opportunities. You will utilise company marketing projects and the 'Sales through Service' mentality to achieve this goal.

You Will:

• Ensure familiarity with all marketing projects and up-to-date customer support tasks and processes.
• Escalate any issues that would affect the customer experience.
• Provide first time resolution to customer contacts, taking into account the commercial value of each contact.
• Maintain a Quality & Assurance score that meets department measurement for each period outlined in the annual goals

Qualifications

You have:

• Contact Centre and Customer Service Experience – an advantage
• A flexible approach to work schedules and shift patterns
• Confidence to work with customers through a variety of communication methods including voice, email and live chat
• 1+ years of experience handling support requests from a variety of different channels.

Additional Information
At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire you. Join us, and a great compensation package is just the beginning. You can expect to receive benefits like:

• 26 days annual leave (including sick pay) and 22 public holidays.
• Wellbeing and development days.
• Private healthcare for you and a dependant.
• A stake in our success through our ShareSave scheme.

How we use Artificial Intelligence (AI) in recruitment
We may use approved AI tools to make recruitment simpler and more efficient, while keeping people at the heart of what we do. These tools support our teams and give them more time to focus on you.
Fairness, transparency and trust
Our recruiters and hiring managers oversee how we use AI and remain responsible for hiring decisions. These tools support administrative aspects of the recruitment process, giving our teams more time to focus on you We're open about its use and handle your information following our Job Applicant Privacy Notice. AI supports our decisions, it doesn't make them.
Equal Opportunities.
If you need any reasonable adjustments at any stage of the recruitment process, please contact us and we'll support you.
We're committed to creating a diverse, equitable and inclusive workplace where everyone feels valued, respected and able to be themselves.
We're an equal opportunities employer. We welcome applications from everyone and we do not discriminate based on age, disability, gender or gender reassignment, pregnancy or maternity, race, religion or belief, sexual orientation, marriage/civil partnership, or any other basis.
We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.