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Hard Rock Digital - Atlantic City, NJ
posted 3 months ago
About the position
The Customer Service Specialist at Hard Rock Digital is responsible for delivering exceptional customer service by addressing a wide range of customer inquiries related to betting, payments, verification, promotions, and general information. This role involves engaging with customers through various channels such as live chat, email, social media, and voice, while ensuring a positive experience and first contact resolution. The position emphasizes continuous development and requires obtaining a gaming license as a condition of employment.
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 players through a consultative approach, understanding their needs and providing first contact resolution
- Meet and exceed quality goals, productivity targets, and regulatory requirements
- Navigate computer systems and applications to service players and enhance their online experience
- Follow policies and procedures while creatively enhancing user interactions
- Re-prioritize and adapt to an ever-changing environment
- Operate in a team environment providing support in all areas and being agile in day-to-day workflow
Requirements
- 2+ years of experience in a customer-facing multi-channel role
- Strong computer literacy and numeracy skills
- Excellent interpersonal, communication, verbal, and written skills
- Ability to multitask and navigate in a fast-paced, metric-driven environment
- Desire and willingness to learn and adapt to changing software and processes
- Empathy, curiosity, humility, and flexibility
Nice-to-haves
- Bilingual proficiency in Spanish and English
- Knowledge and understanding of sports betting, casino, and professional sports industry
- Experience with Microsoft Office Software including Outlook, Word, and Excel
Benefits
- Competitive pay
- Medical, Dental, and Vision Coverage Options
- Employee Discounts
- Advancement opportunities
- Start-up culture backed by a secure, globally recognized brand
