PokerStars - Customer Service Specialist

Player Support Services
Job Type:
Linwood, NJ, United States
Job Title: Customer Service Specialist
Internally this job is titled: Support Services Account Specialist
Department: Global Support Services
Job status: Full time/Permanent
Shift: Will be at varying hours of the day and night

The Job
The role of the Customer Service Specialist is to provide excellent customer service to the Group’s players by assisting them with a wide range of queries in accordance with Group’s policies and procedures.

The applicant must be a legal resident of the United States and available to work at the New Jersey office.

• Liaise directly with the Group’s players via multiple communication channels such as telephone, email, live chat, etc., to assist with queries, providing fast, accurate and thorough responses using the Group's templates and through personalized replies
• Provide general account management assistance to customers on behalf of the Group
• Handle and troubleshoot player issues within training scope and following the Group’s templates and escalate those issues outside of training scope
• Inform players about current promotions as instructed by the Group using pre-approved promotional material
• Provide accurate and timely escalation of issues impacting the Group’s player’s experience to assist in improving the end user experience
• Stay fully up-to-date with all the Group’s Guidelines, Policies and Procedures
• Any other duties associated with assisting the Group’s players as requested by Group management

The Talents
The applicant must be a legal resident of the United States and available to work at the New Jersey office on a shift basis. Shifts will be at varying hours of the day and night, 7 days per week, 52 weeks per year.

As an investor in our people, we will provide you with a comprehensive three-week training course specifically tailored to aid you in your new job as Customer Service Specialists. All we ask is that you meet the following criteria:

• An excellent command of English
• Strong customer service mentality with first-rate attention to detail
• Excellent command of professional writing
• Motivated and able to work as part of a busy team
• Ability to work in a high-volume work environment
• Strong all round understanding of basic computer software especially Word and Excel
• Knowledge and experience of the online gaming industry
• Customer service or contact centre experience

The following credentials are a distinct advantage, but not essential for the role:

• Additional languages are an asset
• Basic knowledge of online money processing
• Minimum typing speed of 40 wpm; 60 wpm or more preferred

The Prospects
Senior Support Services Account Specialist

The Culture
“The best Company I have ever worked for: I have been working at The Stars Group full-time (More than a year). Great people, great benefits and amazing perks. The Company genuinely values its employees. Fun products. Amazing offices. Inspirational Leaders who are passionate about the brand and the product. Really friendly and down to earth CEO. My boss is great!” - Glass Door - published Jan 2015.

The Process
Follow instructions to apply directly. We will aim to get back to you within 14 days of applying. If you meet the criteria you will be invited to complete written language assessments, followed by a phone discussion and finally face-to-face/Skype interview.

Company related links
The Stars Group Careers Page:
The Stars Group Facebook Page:
The Stars Group LinkedIn Page:

Our values
• Focus on the customer
• Work as a team
• Strive for excellence
• Have courage
• Show passion

The Company
Stars Interactive is a division of The Stars Group, ultimate owner of industry leading gaming brands including PokerStars, PokerStars Casino, BetStars, Full Tilt, PokerStars Caribbean Adventure, PokerStars Championship, PokerStars Festival and MEGASTACK. Collectively, these brands have more than 111 million registered customers, forming one of the largest online gaming businesses in the world. We provide gaming experiences designed to make our platforms the favourite iGaming destinations for customers everywhere. This role is in the Group’s Atlanta, New Jersey service office in the Global Player Support & Services department.

It is the policy of Rational Group to provide equal employment opportunity (EEO) to all persons regardless of age, colour, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status, or any other characteristic protected by federal, state or local law. In addition, Rational Group will provide reasonable accommodations for qualified individuals with disabilities.
If you need assistance with completing the online application process, please contact: