Senior Specialist - Customer Service

Hard Rock Digital • Atlantic City, NJ

4d • Hybrid

About The Position

Our Customer Service Senior Specialist will report to the Customer Service Supervisor/Manager and will be responsible for becoming a product expert and resolving complex escalations. In this position you will act as a bridge between customers and internal teams to improve first contact resolution, customer satisfaction, and reduce escalation rates. You will collaborate with others to analyze, understand, and raise individual and customer-wide issues while providing escalation support to your team.

Requirements

• You will have experience participating in a team of customer service agents ideally in the online sportsbook or casino environment.
• We are seeking candidates who demonstrate discretion and maintain professionalism consistently.
• We are seeking individuals who exceed company expectations and aspire to excel in customer service. Must show the ability to consistently exceed KPIs.
• Ability to facilitate meetings demonstrate strong verbal and written communication.
• Demonstrated decision-making, critical thinking, problem-solving abilities while looking for opportunities to enhance policy, process, and tools.
• Demonstrates stand out performance in current role.
• Excellent leadership that reflects the philosophy of "lead by example."
• Must manage time and priorities effectively by completing tasks in a timely manner.
• Must be a Team Player. "Team" has various levels (team, area, site, Business Unit) and we need to be able to support and understand most of them.
• Ability to resolve customer complaints and escalated issues while maintaining a professional and calm demeanor.
• You have proven experience of operating in a fast paced, changing, and real time environment.
• Availability to work flexible hours.
• Confidence to work and manage in a hybrid environment.
• Must have at least 25MBPS internet connection plan / speed
• Must have a private & quiet area to work at home.
• 2-4 years of contact center experience
• 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

• Handle VIP/NVIP escalations related to our product, games, features, technical BTS, and promotions across various devices and channels
• Identify trends by monitoring Slack, GE, and inbound email queues & report to appropriate stakeholders (CRM/SBK Ops/Casino Ops/Product)
• Ensure that each escalated case has a clear problem statement, action plan, and resolved within the appropriate SLA
• Communicate casino and sports game issues with the appropriate stakeholders and push for a timely resolution
• Continuously provide team member feedback for coaching and development to reduce escalation rate and RCR (repeat contacts).
• Identify & report common escalation reasons/topics for quizzes, KA, process & product improvement
• Assist in preparing presentations of pain points and highlights for CS Huddles and CRM/WFM/PF/DD bi-weekly meetings
• Assist with expediting resolutions to compliance, BBB, executive, and property escalations
• Provide valuable feedback on HRD products & tools as well as ideas to improve both agent and customer experience
• Identify & report outdated or incorrect KAs/SOPs to avoid the spread of misinformation & unnecessary escalations
• Identify & report abusive customer behavior
• Assist in the onboarding and development of new hires in an nesting environment
• Performs other related duties as assigned, including contact handling based on business needs.
• 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: Mid Level
• Education Level: No Education Listed
• Number of Employees: 51-100 employees