SPECIALIST - CUSTOMER SERVICE-Part Time

Overview

What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social casino company in the world. We're building a team that resonates passion for learning, operating, and building new products and technologies for millions of consumers. We care about each customer interaction, experience, behavior, and insight and strive to ensure we're always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We're taking that foundation of success and bringing it to the digital space - ready to join us?

What's the position?

Our Customer Service Specialist will report to the Customer Service Supervisors and will handle a wide range of customer queries including betting, payments, verification, and general account queries via multiple contact channels including Live Chat, Email and Voice. Sport and betting knowledge is advantageous but not essential as our comprehensive training plan assists with your development, ensuring you reach your full potential. We have a culture of continuous development as we believe our people are the key to success. Overall duties to include:

• Resolve issues and inquiries via email, chat, and phone, while exceeding expectations and delivering outstanding support to our growing community of avid sports fans
• 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
• Operate in a team environment providing support in all areas and being agile in your day-to-day workflow

What are we looking for?

Our ideal candidate will:

• be a positive, confident, and enthusiastic Customer Service Specialist with the desire to help, guide and assist our customers with their account queries, looking to be the difference in every customer interaction
• have a passion for delivering exceptional customer service using internal tools to assist and take ownership resulting in first time resolution
• have strong computer, literacy and numeracy skills, and a keen attention to detail with the ability to multitask
• have a desire and willingness to learn, proactively maintaining awareness of policies and procedures while complying with Responsible Gambling and Regulatory requirements

In addition, we are looking for:

• 1+ years of experience in a contact centre role
• Availability to work flexible hours
• Knowledge and understanding of sports betting, casino, and professional sports industry would be a bonus
• Curiosity for data gathering, analysis, and reporting
• Experience or compliance knowledge a plus
• Ability to learn and adapt to changing software
• Excellent oral and written communication skills with the ability to interact with customers quickly and effectively
• Empathy, curiosity, humility, and flexibility
• Proven ability to problem-solve, multi-task and think creatively
• Experience with utilizing help desk software, such as Salesforce a plus
• Ability to work in a fast-paced working environment with a genuine passion for people
• Computer skills: Microsoft Office Software including Outlook, Word, and Excel

What's in it for you?

We offer our employees more than just competitive compensation. Our team benefits include:

• Competitive pay
• 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

Roster of Uniques

We care deeply about every interaction our customers have with us and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunities employer)