Specialist - VIP Customer Service

Hard Rock Digital • Hollywood, FL

8d • Hybrid

About The Position

Hard Rock Digital is building an online sportsbook, casino, and social gaming company, drawing on the Hard Rock and Seminole Tribe of Florida brands. The VIP Customer Service Specialist handles customer inquiries about betting, payments, verification, promotions, and general information through live chat, email, social media, and voice channels. The role reports to the VIP Customer Service Supervisors. Training and ongoing development are provided, and sport and betting knowledge is advantageous but not essential.

The specialist builds relationships with top players, provides consultative support and first-contact resolution, and contributes to an excellent gaming experience. This is a hybrid-environment role that may be performed from home at the company's discretion and may be changed back to in-office work at any time. Remote work requires an internet connection of at least 25 Mbps and a private, quiet workspace. A gaming license issued by the appropriate state agency may be required as a condition of employment.

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 plan or speed of at least 25 Mbps and a private, quiet work area.
• Ability to remain positive in difficult situations.
• Ability to work in a fast-paced, metrics-driven environment while multitasking and navigating systems proficiently.
• Strong computer literacy and numeracy skills, attention to detail, and ability to multitask.
• Critical, analytical, and forward-thinking problem-solving skills.
• Ability to learn and adapt to changing software and processes.
• Excellent interpersonal, communication, verbal, and written skills.
• Empathy, curiosity, humility, flexibility, and willingness to learn.
• Proactively maintain awareness of policies and procedures and comply with Responsible Gambling and regulatory requirements.
• 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.
• Microsoft Office skills, including Outlook, Word, and Excel.

Responsibilities

• Deliver world-class customer service by responding to player inquiries and concerns through calls, chat, social media, and other channels.
• Build meaningful relationships with top players by understanding their current and future needs, providing first-contact resolution, and seeking positive outcomes for players and Hard Rock Digital.
• Get to know VIP customers and build rapport for future contacts.
• Meet and exceed quality goals, productivity targets, and regulatory requirements.
• Make outbound calls to support revenue-driven campaigns.
• Navigate computer systems and applications to service players and help them make the most of online and mobile platforms.
• Follow policies and procedures while finding ways to make each user interaction meaningful and improve the gaming experience.
• Re-prioritize and adapt to a changing environment.
• Support the team across areas and remain agile in day-to-day work.

Benefits

• Competitive pay and benefits
• Retirement benefits
• Employee discounts
• Advancement opportunities
• Start-up culture backed by a secure, globally recognized brand
• Opportunity to help 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