iGaming Digital Marketing Customer Service Representative

Resorts World New York City is expanding its online and mobile gaming platform, and they are seeking a Digital Marketing Customer Service Representative. The role involves delivering exceptional customer service, resolving player inquiries, and ensuring compliance with gaming regulations.

Responsibilities:

• Deliver top-tier customer service across all support channels, maintaining service excellence and meeting defined SLAs
• Resolve player complaints and escalate unresolved issues as needed
• Assist players with a wide range of needs, including account access, payments, promotions, technical troubleshooting, and all other aspects of the player experience
• Assist customers with game-related inquiries, helping them understand the rules, strategies, and features of various online casino games
• Monitor and implement anti-fraud measures to protect both the company and its customers
• Stay updated on company products, policies, and promotions to provide accurate information
• Ensure adherence to security protocols and gaming regulations
• Gather and relay player feedback to support continuous improvement
• Maintain clear and accurate records of customer interactions
• Collaborate with internal teams to enhance overall customer experience

Requirements:

• 1–2 years of customer support or service experience, preferably in iGaming or a regulated industry
• Must currently reside in New Jersey and perform all work duties within the state
• Strong communication, adaptability, and problem-solving skills
• Team player with a positive attitude, willingness to collaborate with colleagues, and a strong commitment to continuous learning and professional growth
• Fluency in English, both written and spoken, is required
• Ability to work rotating shifts, including nights, weekends, and holidays
• Ability to work effectively in a remote environment with reliable internet access and a professional, distraction-free workspace
• Detail-oriented with a commitment to maintaining service standards and compliance
• Comfortable in a remote model with flexibility for training and team events
• Position may involve occasional lifting/moving of items up to 25–50 lbs
• Proficiency in additional languages is considered a strong asset