“Customer service is the frontline and has such a big impact on shaping BetMGM’s reputation. It’s our job to turn a question or issue into a positive experience. There’s nothing better than transforming a customer into a BetMGM evangelist!”
Gregory Bigornia Delivery Manager, Operations
Ten years ago, I was managing a sneaker store and thought that’s what I’d probably be doing for the rest of my career. I enjoy working in customer service, because people are never boring and there’s always a new challenge. During my downtime, I’d teach my coworkers how sports betting worked and how to make smart picks. If you’d told me then that I’d be working for an online gaming and sports betting company, I would have been ecstatic!
Fast-forward to a couple years ago, and I stumbled upon an amazing opportunity to combine my two interests at BetMGM within the customer service team. It’s a natural fit for my interests, and it’s also been a great place to grow my career and develop my talents.
Customer service is the frontline and has such a big impact on shaping BetMGM’s reputation. It’s our job to turn a question or issue into a positive experience. There’s nothing better than transforming a customer into a BetMGM evangelist!
An interesting challenge for us is that often our customers are on the other side of a phone call or email chat. So, we’re challenged to create human connections in a digital environment. This requires an empathetic team that can communicate authentically without face-to-face interactions. I think part of the reason we’re so successful is because our team is authentically supportive of one another.
There is also always something happening in customer service. Huge games or events like the Super Bowl and March Madness are all hands on deck! We also partner with other departments to improve processes and the customer journey. I enjoy this aspect of being part of a growing company. It’s rewarding to be empowered to improve processes and tools that I use every day.
It’s nice to work at a place like BetMGM that values employee wellbeing. We’re not treated as robots in a call center. We are trusted with a lot of flexibility. I’ve always felt encouraged to take time off, and my team and managers step in to support me so I can really disconnect. I also enjoy having the option to work from home or the office thanks to my hybrid working arrangements through BetMGM Flex. Sometimes I prefer working from home when I need quiet time, but I appreciate that I can go into the office to meet with people face-to-face and build in-person connections.
We also have the opportunity to grow our careers as the business grows. I’ve seen so many BetMGM employees move on to new positions within different teams across the organization. You truly have the power to move your career whichever way you’d like. Anything is possible!
