Sportsbook Agent - Sportsbook

About the role

Our team members are the key to our company's success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status.

Position Summary

This role will report to the Supervisor, Sportsbook and be responsible for working within a team to exceed customer satisfaction expectations and enhancing the player experience by providing professional, accurate and timely assistance for all matters related to the player's interaction with the Retail and Online Sportsbook and its related products.

Essential Functions

(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)

• Record wager requests from patrons and input them into the wagering system.
• Manage a cash drawer for taking wagers and making payouts and reconcile this drawer.
• Commit to detecting and advising customers at risk of potential responsible gaming issues.
• Effectively communicate T's & C's to customers regarding wagering rules, policies and promotional campaigns.
• Promote and educate patrons on the availability of all sports related products and wager types.
• Execute best business practices per company guidelines via Phone, Email and Live chat.
• Validate and verify player documentation in accordance with company guidelines.
• Review customers' financial transaction history to answer questions on required documents.
• Review customers' game player history to answer questions on payouts and rules.
• Proactively contact players based on real time monitoring of events.
• Participate in our outbound sales program as time allows.

Non-essential Job Functions

• Attend seminars when needed.

Education and /Or Experience Requirements

• (Related education and experience may be interchangeable on a year for year basis)
• High School diploma or equivalent required. Experience in the casino environment with knowledge of online and/or brick and mortar casino and sports book operations a plus.

Additional Requirements

(Licenses, Certifications, Testing, etc.)

• Must obtain and maintain all licenses / certifications per Federal, State, and Indiana Gaming Commission.
• Must successfully pass background check.
• Must successfully pass drug screening.
• Must be twenty-one (21) years of age.
• Must be able to work holidays and weekends, as well as flexible shifts.

Knowledge of

• Knowledgeable with Sports wagering terminology a plus.
• Office procedures, methods, and equipment including computers and applicable software applications such as word processing, email, spreadsheets, and databases to include excellent working knowledge of Microsoft Word, Excel, Outlook and PowerPoint.

Ability to

• Provide excellent customer service and support.
• Communicate clearly and concisely, both orally and in writing.
• Work efficiently in a high-volume work environment.

Additional information

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of team members assigned to this job.

The Team Member understands that employment with the Company is at-will and that no express and/or implied contract of employment exists unless it is in writing and signed by your Department Head. The Team Member further understands that conditions may require the Company to modify this Job Description and that the Company reserves the right to exercise its discretion to make such changes.