Race and Sports Guest Service Representative

Description:

Provide front-line Guest support for the Company's Race & Sports Book, resolving player inquiries across chat, email, and phone channels in a timely, accurate, and service-oriented manner. Serve as the first point of contact for Race & Sports Book players, delivering real-time, empathetic Guest support across live chat, email, phone, and web widget channels while meeting established response and resolution time targets. Research and resolve bet inquiries, including reviewing wager status, bet history, and bet grading questions; identify, document, and escalate bet grading discrepancies and grading delays to the appropriate bookmaking/trading team for correction. Assist patrons with account-related needs. Support deposits, withdrawals, cash-out, and balance inquiries; troubleshoot payment-related issues. Guide players through KYC/ID verification and geolocation requirements. Escalate technical issues across mobile apps, sportsbook, and platform. Answer questions regarding promotions, bonuses, wagering requirements, terms and conditions, and rewards/loyalty programs.

Qualifications:

Must be at least 21 years of age and able to obtain and maintain a valid Nevada Gaming registration/card as required. Effectively communicate with Guests, Team Members, and Management in both written and verbal form, with strong active-listening and de-escalation skills. Must be able to type quickly and accurately while navigating multiple systems during live Guest interactions. Must have knowledge of Microsoft PC applications and be comfortable learning proprietary sportsbook, ticketing/CRM, and player-account platforms. Prior Guest service, call center, or Casino/gaming experience required; Race & Sports Book or online (RMG) sports betting support experience strongly preferred. Working knowledge of sports, racing, and sports wagering. Effectively handle a high volume of contacts across chat, email, and phone. Excellent time management, problem-solving, and organizational skills, with strong attention to detail and documentation. Must be flexible to work a rotating schedule, including nights, weekends, and holidays, based on business and event demands.