Member Service Agent Prime Sportsbook Cherry Hill, NJ Job Details Full-time $20.00 - $23.50 an hour 21 hours ago Benefits Paid training Paid holidays Health insurance Dental insurance Paid time off Vision insurance Life insurance Referral program Qualifications Live chat KYC Interpersonal skills Casino experience High school diploma or GED Attention to detail Customer support Casino & gaming industry Full Job Description

DEPARTMENT

Member Service / Payments & Anti-Fraud

REPORTS TO

Member Service Supervisor

LOCATION

In-Office, Cherry Hill, New Jersey

FLSA STATUS

Non-Exempt

CAREER LEVEL

Entry-level

EMPLOYMENT TYPE

Full time

SALARY RANGE

$20 per hour, 40 hours per week

BENEFITS

Medical, Dental, Vision, Life, PTO

POSITION SUMMARY

The Member Service Agent is responsible for providing exceptional support to customers through multiple communication channels, including live chat, email, and phone. This role serves as the first point of contact for customer inquiries, ensuring timely issue resolution while delivering a positive customer experience. The position requires adherence to company policies, regulatory requirements, and responsible gaming practices.

KEY RESPONSIBILITIES

• Respond promptly and professionally to customer inquiries through live chat, email, phone, and other approved communication channels.
• Assist customers with account-related questions, including registration, login assistance, password resets, account verification, and profile updates.
• Provide accurate information regarding sports betting, casino products, promotions, bonuses, payment methods, and company policies.
• Resolve routine customer concerns during the first interaction whenever possible while maintaining established service quality standards.
• Escalate complex technical, payment, fraud, compliance, or responsible gaming cases to the appropriate department following established procedures.
• Accurately document all customer interactions within the Customer Relationship Management (CRM) system.
• Verify customer information in accordance with Know Your Customer (KYC) procedures and company policies.
• Maintain confidentiality of customer information and comply with all applicable privacy and data protection requirements.
• Identify potential responsible gaming concerns and follow internal escalation procedures when appropriate.
• Meet established productivity, quality, and customer satisfaction metrics.
• Stay current on company products, promotions, policies, procedures, and system updates.
• Participate in training sessions, team meetings, and continuous learning initiatives.

QUALIFICATIONS

• High School Diploma or equivalent required; Associate's or Bachelor's degree preferred.
• 0-2 years of experience in Member Service, Call Center, Hospitality, Retail or a related field.
• Experience in online gaming, sports betting, casino, fintech, e-commerce, or payment processing preferred but not required.
• Excellent verbal and written communication skills; strong customer service orientation.
• Ability to remain calm and professional under pressure; effective problem-solving skills.
• Strong attention to detail and ability to multitask in a fast-paced environment.
• Must obtain and maintain the required registration/license from the New Jersey Division of Gaming Enforcement (NJ DGE).
• Flexibility to work evenings, weekends, holidays, and rotating shifts, as business needs require.
• Must be at least 21 years of age, per New Jersey gaming regulations.

SYSTEMS & TOOLS CRM

platforms

• Live chat software
• Ticketing systems
• Microsoft Office Suite
• Internal customer management systems.

PERFORMANCE EXPECTATIONS

Deliver a high-quality customer experience in every interaction. Meet or exceed KPIs for response time, resolution rate, and customer satisfaction. Demonstrate consistent adherence to compliance and responsible gaming protocol.

OPPORTUNITIES

Bonus Opportunities. Paid Training. Guided Career Development Paths. Skills

• Resourceful with strong interpersonal and communication skills.
• Detail-oriented.
• Ability to quickly learn new systems and practices.
• Strong interest and knowledge in sports betting, gaming, and technology.

BENEFITS

Dental insurance Health insurance Vision insurance

Paid Time Off Paid Holidays Pay:

$20.00 - $23.50 per hour Expected hours: 40.0 per week

Benefits:

Dental insurance Health insurance Life insurance Paid time off Referral program Vision insurance

Work Location:

In person