Specialist - Customer Service

Hard Rock Digital • Jersey City, NJ

12d • 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. We’re building a team that resonates passion for learning, operating, and building new products and technologies for millions of consumers. We care about each customer interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space — ready to join us?
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.

You will be a positive, confident, and enthusiastic Customer Service Specialist with the desire to help, guide and assist our players with their account queries. You will have a passion for delivering exceptional customer service using internal tools to assist and take ownership resulting in first time resolution. You will have strong computer literacy and numeracy skills, and a keen attention to detail with the ability to multitask. You will have a desire and willingness to learn, proactively maintaining awareness of policies and procedures while complying with Responsible Gambling and Regulatory requirements.

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.

Nice To Haves

• Bilingual in English and Spanish is preferred
• 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.

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