Customer Service Specialist

Hard Rock Digital • Hollywood, FL

27d • Hybrid

About The Position

Our Customer Service specialist will report to the Customer Service Supervisors and will 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. Sport and betting knowledge is advantageous but not essential as our comprehensive training plan assists with your development, ensuring you reach your full potential. We have a culture of continuous development as we believe our people are the key to success.

Overall duties include:
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.
As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment.

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.
• 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
• 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.
• At Hard Rock digitals’ discretion this position may be work from home and adjusted back to “in office” at any time

Nice To Haves

• Knowledge and understanding of sports betting, casino, and professional sports industry preferred but not required.

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 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.
• As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees