Gaming Account Associate

Discover What's Possible at BetMGMReady to make your career legendary? Join us as we bring the magic of Vegas to our players. The BetMGM team has over 1,400 talented members, revolutionizing sports betting and online gaming in the United States and Canada. We're a brand with technology at our hearts and the most driven and focused talent in the business.As a valued team member, we're committed to giving you the resources and support you need to thrive. Our benefits and perks include: Medical, Dental, Vision, Life, and Disability Insurance401(k) with company matchPre-tax spending accounts including health care FSA and commuter savingsFlexible paid time offProfessional development reimbursement and ongoing skills training opportunitiesEmployee resource groupsSwag, ticket giveaways, and more!At BetMGM, we recognize that every individual plays a meaningful role in our success. That's why we're committed to building a respectful, inclusive workplace. It's the strategy behind every win. By meeting people where they are, we create a culture of belonging where everyone can thrive and a workplace that reflects our values, our people, and our drive to win. Location:Must be based in Pennsylvania About the Role As a Gaming Account Associate, you will provide consistent, outbound support to iGaming players through phone and email, aiming to encourage engagement, address routine account needs, and drive ongoing activity. You will focus on developing, reactivating, and retaining high-value customers through personalized outreach and promotional offers, contributing to the achievement of company and departmental goals. Additionally, you may be required to conduct follow-up on campaigns and events to reinforce participation, capture feedback, and identify new opportunities for continued engagement. Responsibilities Make outbound calls to assigned gaming accounts using approved call listsRe-engage inactive or low-activity players through professional, friendly outreachAnswer basic account questions and direct customers to appropriate resourcesAccurately document call outcomes and customer feedback in CRM systemsProactively inquire with players about the BetMGM customer experience to include Events, campaigns, etc.Execute targeted outreach as part of ad hoc campaigns assigned by the Management Team.Execute pre-determined hourly KPI's in terms of customer engagement.Upsell gaming products, promotions, and experiences to existing iGaming players.Follow all reinvestment guidelines and operational procedures.Maintain compliance with company policies, team objectives, and overall business strategy.Operate with integrity, professionalism, and commitment to ethical conduct.Identify service issues or process gaps and promptly escalate to team leads while taking immediate steps to address them.Manage difficult customer interactions with patience, professionalism, and composure.Accurately document all customer interactions and updates in internal systems.Collaborate with internal teams, including AML, Fraud, and Payments to resolve player issues and uphold platform integrity.Work on a set schedule that may include weekends or holidays based on business needs.Follow all gaming regulations, company policies, and responsible gaming guidelinesMaintain a positive, professional tone on every callQualifications Experience in sales and customer service within a teamwork environmentOutstanding verbal and written communication skills.Minimum 2 years in supporting Casino VIP experience and/or equivalent sales experience.The hourly pay range for this position is $21.15 to $27.76. 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. Applicants must possess legal authorization to work for our company in the U.S. without the need for immigration sponsorship. At this time, this role is not eligible for immigration-related employment authorization sponsorship including H-1B, O-1, E-3, TN, OPT, etc.Gaming Compliance & Licensing RequirementsAs 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 BetMGM's responsible gambling policies, procedures, and initiatives. About BetMGMBetMGM is revolutionizing sports betting and online gaming in the United States and Canada. 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 Casino, 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. 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.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. #LI-HYBRID #LI-JM2