Specialist - VIP Customer Service

Hard Rock Digital • Hollywood, FL

6d • Hybrid

About The Position

Hard Rock Digital is building an online sportsbook, casino, and social gaming company, combining the Hard Rock and Seminole Tribe of Florida brands with digital products and technologies. The VIP Customer Service Specialist handles customer inquiries about betting, payments, verification, promotions, and general information through live chat, email, social media, and voice. The position reports to VIP Customer Service Supervisors. Sport and betting knowledge is advantageous but not essential; training is provided, and the company emphasizes continuous development.

The specialist builds relationships with VIP customers, understands their needs, resolves inquiries, and aims to provide a positive outcome for both the player and Hard Rock Digital. The role involves meeting service, productivity, quality, and regulatory expectations; making outbound calls for revenue-driven campaigns; and navigating systems and applications to help players use online and mobile platforms. The position requires adapting to a changing environment, following policies and procedures, and contributing across the team. The role may be performed from home at the company’s discretion, but may be changed back to in-office at any time.

Requirements

• At least 2 years of experience in a customer-facing, multichannel role.
• Availability to work flexible hours.
• Confidence working in a hybrid environment.
• For work from home, an internet connection plan/speed of at least 25 Mbps.
• For work from home, a private and quiet work area.
• Ability to remain positive in difficult situations.
• Ability to work in a fast-paced, metric-driven environment while multitasking and navigating systems.
• Critical, analytical, and forward-thinking 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.
• May be required to obtain a gaming license issued by the appropriate state agency as a condition of employment.

Nice To Haves

• Knowledge and understanding of sports betting, casino, and the professional sports industry.
• Computer skills with Microsoft Office software, including Outlook, Word, and Excel.

Responsibilities

• Respond to player inquiries and concerns through calls, chat, social media, and other channels.
• Build meaningful relationships with VIP players, understand their needs, and work toward first-contact resolution and positive outcomes.
• Develop rapport with VIP customers for future interactions.
• Meet and exceed quality goals, productivity targets, and regulatory requirements.
• Make outbound calls to customers to support revenue-driven campaigns.
• Navigate computer systems and applications to assist players with online and mobile platforms.
• Follow policies and procedures while seeking ways to make customer interactions meaningful and improve the gaming experience.
• Adapt and reprioritize in a changing environment.
• Provide team support across areas and remain agile in day-to-day workflow.
• Maintain awareness of and comply with Responsible Gambling and regulatory requirements.

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
• Education Level: No Education Listed