Customer Service Agent - Sportsbook & Casino (Seasonal - 6 Months)
Penn Interactive is looking for outgoing and driven Customer Service Agents who have the desire to build strong relationships and top-tier experiences for its patrons. This seasonal role, lasting six months, requires individuals who are passionate about building strong relationships and delivering top-tier experiences to patrons.
Working out of the Cherry Hill, New Jersey office, the 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, the individual will have in-depth knowledge of the mobile applications and a desire to understand ways that the company can improve its platforms to ensure it provides the best experiences for its customers. The individual must be flexible and able to adjust to the quick and demanding changes in the business and industry. The role offers the opportunity to work with and alongside fellow sports fans within an exciting and fun working environment.
As a Customer Service Agent, the individual will be the face and voice of the digital sportsbook operations across the country.
- Communicate with our 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.
- For applicable properties, assist guests with booking hotel reservations and RSVPs to special events while sustaining company conversion rate expectations.
- Operate telephone system to set call availability status, answer and transfer inbound phone calls, and execute outbound phone calls when applicable.
- Answer player questions about Penn Entertainment, theScore Bet, Hollywood Casino.com, Penn Play, casino Property information, account statuses, promotional offers, and Property event information.
- Follow various internal standard operating procedures to escalate 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 the products.
- Deliver exceptional performance results in customer satisfaction and contact handle times.
- Collaborate with leaders and fellow team members to stay current of daily trends that are impactful to the player experience.
- Maintain a strong track record for punctuality and attendance.
- Perform other duties as assigned.
- Must be at least 21 years of age (required).
- The position will require licensing in applicable states that Penn Entertainment operates (required).
- High School diploma or College Degree required (required).
- At least 1 year of experience in customer service/customer support (required).
- Heightened sense of urgency and passion to learn new things (required).
- Highly developed sense of integrity and commitment to player satisfaction (required).
- Demonstrated passion for excellence with respect to treating and caring for players (required).
- Ability to type quickly and write with good grammar and punctuation (required).
- Strong attention to detail is a must (required).
- Must be an analytical thinker (required).
- Ability to maintain a friendly disposition under heavy pressure (required).
- Great problem-solving abilities (required).
- Ability to interpret incomplete or cryptic messages that might be written by English as a second language customers (required).
- Team members must be able to qualify for licenses and permits required by federal, state and local regulations (required).
- Have the ability to work some holidays and weekends (required).
- This role requires some onsite presence due operational needs (required).
- Pay rate of $18.00 per hour + $1.50 per hour for NJ Licensing, earning $19.50 per hour (required).
- Work from home 4 out of 5 days per week (required).
- Eligibility for a bonus (for most non-sales positions) (preferred).
- Access to an array of options, expert guidance and always-on tools, personalized to meet needs (preferred).
Penn Interactive is the online gaming arm of PENN Entertainment, one of the largest regional casino operators in the United States. Headquartered in Philadelphia, it runs PENN's digital sports betting and online casino products, including theScore Bet and the Hollywood Casino online brands. The business previously operated the ESPN Bet sportsbook under a partnership with ESPN, which ended in late 2025. Penn Interactive combines proprietary technology - including theScore media platform - with PENN's nationwide casino network across North America.