Specialist - Customer Service

About the role

As a Customer Service Specialist, you'll report to the Customer Service Supervisors and handle a wide range of customer queries including betting, payments, verification, promotions, and general information via multiple contact channels including live chat, email, social media, and voice.

Responsibilities

• Deliver world-class customer service, while responding to player inquiries and concerns via multiple channels (calls, chat, social media, and voice)
• Build meaningful relationships with our players through a consultative approach, understanding their current and future needs, providing first contact resolution, and providing a positive outcome for the player and HRD (Hard Rock Digital)
• Meet and exceed quality goals, productivity targets, and regulatory requirements
• Navigate computer systems and applications to service our players, and enable them to get the most from our online and mobile platforms
• Follow policies and procedures while also thinking creatively and passionately in ways to make every user interaction meaningful and provide the best gaming experience possible
• Reprioritize and adapt to an ever-changing environment
• Operate in a team environment providing support in all areas and being agile in your day-to-day workflow

Requirements

• You will be a positive, confident, and enthusiastic Customer Service Specialist with the desire to help, guide, and assist our players with their account queries
• You will have a passion for delivering exceptional customer service using internal tools to assist and take ownership resulting in first time resolution
• You will have strong computer literacy and numeracy skills, and a keen attention to detail with the ability to multitask
• You will have a desire and willingness to learn, proactively maintaining awareness of policies and procedures while complying with Responsible Gambling and Regulatory requirements
• 2+ years of experience in a customer-facing role multi-channel role
• Bilingual in English and Spanish is preferred
• Availability to work flexible hours
• Confidence to work in a hybrid environment

Qualifications

• Must have at least 25MBPS internet connection plan / speed
• Must have a private & quiet area to work at home
• Demonstrate personal excellence by remaining positive in difficult situations
• Work in a fast-paced metric driven environment with proficient multitasking and navigation
• Knowledge and understanding of sports betting, casino, and professional sports industry preferred but not required
• Critical, analytical, and forward thinking with problem-solving skills, and strong attention to detail
• Ability to learn and adapt to changing software and processes
• Computer skills: Microsoft Office Software including Outlook, Word, and Excel preferred
• Excellent interpersonal, communication, verbal, and written skills
• Empathy, curiosity, humility, and flexibility

Benefits

• Competitive pay
• Medical, Dental, and Vision Coverage Options
• Employee Discounts
• Advancement opportunities
• Start-up culture backed by a secure, globally recognized brand
• Opportunity to drive a best-in-class customer experience for the Hard Rock Digital community

Schedule

We operate in a hybrid environment, offering flexibility in working from home.

Pay

Competitive pay based on qualifications and experience.