Specialist - Customer Service

Hard Rock Digital•Atlantic City, NJ

2d•Hybrid

About The Position

Hard Rock Digital is building a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. They are creating a team that is passionate about learning, operating, and building new products and technologies for millions of consumers. The company values each customer interaction, experience, behavior, and insight, striving to act authentically. Hard Rock Digital leverages the established brand of Hard Rock and the Seminole Tribe of Florida, known globally for gaming, entertainment, and hospitality, to enter the digital space. The Customer Service Specialist will report to Customer Service Supervisors and will be responsible for handling a wide range of customer inquiries, including those related to betting, payments, verification, promotions, and general information. These inquiries will be managed through multiple channels such as live chat, email, social media, and voice. While knowledge of sports and betting is advantageous, it is not essential due to a comprehensive training plan designed for employee development. The company emphasizes a culture of continuous development, believing that its people are key to success.

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
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.
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.
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.
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.