Customer Service Specialist

Job Description

REQUIREMENTS

• 2+ years of experience in a customer-facing role multi-channel role.
• Availability to work flexible hours.
• Confidence to work in a hybrid environment.
• Work From Home Requirements:
• 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
• Ability to 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.

RESPONSIBILTIES

• 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 which we can make every user interaction meaningful and provide the best gaming experience possible.
• Re-prioritize and adapt to an ever-changing environment
• Operates in a team environment providing support in all areas and being agile in your day-to-day workflow.

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