Specialist - Customer Service

Hard Rock Digital • Las Vegas, NV

1d • Hybrid

About The Position

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. They are building a team that resonates passion for learning, operating, and building new products and technologies for millions of consumers, caring about each customer interaction, experience, behavior, and insight. Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital aims to bring its foundation of success to the digital space. The 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 such as live chat, email, social media, and voice. Sport and betting knowledge is advantageous but not essential, as comprehensive training is provided. The company fosters a culture of continuous development, believing its people are key to success. As a regulated gaming company, obtaining a gaming license issued by the appropriate state agency may be required as a condition of employment.

Requirements

• Positive, confident, and enthusiastic Customer Service Specialist with the desire to help, guide and assist our players with their account queries
• Passion for delivering exceptional customer service using internal tools to assist and take ownership resulting in first time resolution
• Strong computer literacy and numeracy skills
• Keen attention to detail with the ability to multitask
• 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
• Availability to work flexible hours
• Confidence to work in a hybrid environment
• Must have at least 25MBPS internet connection plan / speed (for Work From Home)
• Must have a private & quiet area to work at home (for Work From 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
• Excellent interpersonal, communication, verbal, and written skills
• Empathy, curiosity, humility, and flexibility

Nice To Haves

• Sport and betting knowledge is advantageous but not essential
• Knowledge and understanding of sports betting, casino, and professional sports industry preferred but not required.
• Computer skills: Microsoft Office Software including Outlook, Word, and Excel preferred.

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.

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: 251-500 employees