Specialist - VIP Customer Service

Hard Rock Digital • Atlantic City, NJ

10d • Hybrid

About The Position

Hard Rock Digital is building the best online sportsbook, casino, and social gaming company in the world. We are creating a team that is passionate about learning, operating, and developing new products and technologies for millions of consumers. We value every customer interaction, experience, behavior, and insight, and strive to act authentically. Hard Rock Digital combines the legacy of Hard Rock and the Seminole Tribe of Florida, a brand renowned globally for gaming, entertainment, and hospitality, with a digital focus.

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

• Sport and betting knowledge is advantageous but not essential as our comprehensive training plan assists with your development, ensuring you reach your full potential.
• 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 top 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.)
• Go above and beyond in getting to know our VIP customers, building rapport for future contacts.
• Meet and exceed quality goals, productivity targets, and regulatory requirements.
• Complete outbound calls and other offline projects to support revenue driven campaigns.
• 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 and benefits
• Retirement benefits
• 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