Retail Support Supervisor

Hard Rock Digital • Hollywood, FL

113d

About The Position

Our Retail Support Supervisor will report to the Director of VIP and Retail Support and will be responsible for the performance and quality of service provided by a team of specialists who provide betting and account related support to our players at our partner casinos. You will ensure your team complies with its responsible gambling and regulatory requirements and strives to deliver best-in-class service. Supervises the team members, identifying and addressing developmental issues, and coaching opportunities. Prepares weekly & monthly reports summarizing the assigned customer service teams performance. Delivers regular and timely coaching and feedback to the team members to enhance performance. Responsible for the enforcement of organizational policies and procedures to ensure compliance. Ensures proper and timely dissemination of all processes and business updates to the team, based on business needs. Identifies opportunities to update or improve customer service procedures and makes recommendations. Resolves problems by identifying and selecting solutions and applying technical experience and precedents. Engage with Management/Training to identify areas of opportunity to develop additional training. Assist other VIP and Retail Support units when customer queues are empty. Assist in case management. Be trained and able to answer questions related to the property and app. Performs other related duties as assigned. 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

• Experience managing a team of customer service hosts ideally in the online sportsbook or casino environment.
• Ability to coach, mentor, lead and motivate others to meet high performance standards and expectations.
• Excellent leadership and managerial skills that reflect the philosophy of 'lead by example.'
• Strong verbal and written communication skills.
• Demonstrated decision-making, critical thinking, problem-solving abilities.
• Strategy development, execution, performance management, and measurements.
• Must be a Team Player.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Proven experience of operating in a fast paced, changing, and real time environment.
• Intermediate MS Office skills (Outlook, Excel, PowerPoint).
• Knowledge and understanding of sports betting, casino, and professional sports industry preferred but not required.
• Availability to work flexible hours.
• Reliable transportation to make it to work every day.
• 2-4 years of leadership experience.

Nice To Haves

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

Responsibilities

• Supervises the team members, identifying and addressing developmental issues, and coaching opportunities.
• Prepares weekly & monthly reports summarizing the assigned customer service teams performance.
• Delivers regular and timely coaching and feedback to the team members to enhance performance.
• Responsible for the enforcement of organizational policies and procedures to ensure compliance.
• Ensures proper and timely dissemination of all processes and business updates to the team, based on business needs.
• Identifies opportunities to update or improve customer service procedures and makes recommendations.
• Resolves problems by identifying and selecting solutions and applying technical experience and precedents.
• Engage with Management/Training to identify areas of opportunity to develop additional training.
• Assist other VIP and Retail Support units when customer queues are empty.
• Assist in case management.
• Be trained and able to answer questions related to the property and app.
• Performs other related duties as assigned.

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: Mid Level
• Number of Employees: 51-100 employees