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Customer Care Associate

BetMGM
life insurance, paid time off
United States, New Jersey, Atlantic City
1 Borgata Way (Show on map)
Jun 09, 2025
About Us 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 reflect 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. We were recognized as one of Glassdoor's "Best Places to Work". About the Role Our Customer Care Associates provide professional, timely, and best-in-class customer service, support, and assistance to our clients via the email, telephone, and online chat. Responsibilities Become the primary point of contact for all customer inquiries via e-mail/ phone/ live chat, and represent the company in a polite, professional, and courteous manner Assess situations, identify issues, and follow established Standard Operating Procedures to resolve complications, as well as anticipate, meet and exceed our customers' needs and expectations, and achieve agreed-upon levels of service/ quality standards Work in coordination with other teams, local and remote, to achieve assigned objectives, as well as escalate system anomalies and individual issues faced by clients to relevant departments Proactively analyze various situations and recommend pre-emptive solutions to mitigate future problems Act as a lobby host within provided guidelines; adopt a customer-centric attitude and ensure that our clients' experience improves with every interaction Perform other duties as assigned, based on business needs Essential Functions Must be able to stand or sit and operate computers and other technological devices for extended periods of time Qualifications Excellent communication and interpersonal skills; strong command of spoken English and use of proper grammar Ability to perform well in a fast-paced, multi-task/ -cultural, dynamic environment Knowledge of, and ability, to quickly learn about tech, online gaming applications, CRM and call center software Minimum 1-2 yrs. of experience working at a shift-based, customer service/ tech support/ call center environment Ability to apply customer service, troubleshooting and tech support skills in combination Proven ability to work as part of a team, to meet your own and team-based objectives and metrics Knowledge and interest in online gambling and/or sports industry: real-money betting, sports, casino and poker, internet applications, payment processing, basic tech support Ability to express smile, empathy and positive attitude while maintaining friendly & professional disposition over variety of communication channels Knowledge and interest in technology, desktop and mobile applications and software Ability to work a flexible schedule, I.e., holidays, weekends, evenings, and overnight in addition to large sporting events (Super Bowl, March Madness) as needed. Licensing Requirements For non-NJ-based postings/applicants: Please note that employment in this role is contingent upon the successful candidate obtaining gaming licenses for certain jurisdictions. Currently, those jurisdictions include Illinois (IL), Indiana (IN), Nevada (NV), Pennsylvania (PA), and West Virginia (WV). This licensing process includes comprehensive background checks, encompassing criminal records, financial history, and personal background verification, to ensure compliance with state gaming regulations. For NJ-based postings/applicants: Please note that employment in this role is contingent upon the successful candidate obtaining gaming licenses for certain jurisdictions. Currently, those jurisdictions include Illinois (IL), Indiana (IN), Nevada (NV), New Jersey (NJ), Pennsylvania (PA), and West Virginia (WV). This licensing process includes comprehensive background checks, encompassing criminal records, financial history, and personal background verification, to ensure compliance with state gaming regulations. Compensation The hourly range for this position is $17.50 to $22.97. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate. This position is also eligible for participation in a performance-based bonus plan. Gaming Compliance & Licensing Requirements As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies. Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment. Please note that the licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification. In addition, candidates must comply with and support the company's responsible gambling policies, procedures and initiatives. About Our Culture Building BetMGM from the ground up takes effort, energy, and teamwork, but that's what will make leading this industry all the more satisfying. We stay focused on our main goal with the help of these four company pillars: Believe in Your Game - Take your shot! There's a freedom to explore ideas usually only start-ups are lucky enough to experience. Backed by the Best - With our expertise-merged with that of our world-class investors-we have the opportunity to take this business, and ourselves, farther than anyone has ever imagined. Do What's Right - We operate with clarity and simplicity, always doing the right thing by our customers and each other, standing shoulder to shoulder every day. Hustle Hard - Our combined commitment and ambition is what drives us to create some of the most innovative products in the industry. What We Offer As a valued employee, we're committed to giving you the resources and support you need. We offer Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, Employee Resource Groups and more! Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. The position is also eligible for an annual bonus. BetMGM LLC is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals, regardless of race, religion, gender, gender identity, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. As an organization, we are unwavering in our commitment to maintaining a discrimination-free work environment, and fostering a culture of inclusivity, belonging and equal opportunity for all employees and applicants. 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 company goals. So, we are committed to an inclusive culture for all and empowering our employees to thrive in meaningful careers. At BetMGM, we play to win, and we are "all in" together. If your experience looks a little different from what we've identified and you think you've got what it takes, we'd love to learn more about you. If you need assistance or accommodation with your application due to a disability, you may contact us at recruitment@betmgm.com. This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.