Customer Operations Specialist

One of the world’s leading online betting and gaming companies, 888 Holdings’ mission is to lead the online gambling world in creating the best betting and gaming experiences. We aim to create unrivalled moments of excitement in people’s day-to-day lives by developing state-of-the-art technology and products that provide fun, fair and safe online betting and gaming entertainment to customers around the world.

888 has used the last 25 years leveraging our proprietary technology in the online gaming industry to create such experiences.

In 2021, 888 launched an exclusive partnership with Authentic Brands Group, owner of the iconic Sports Illustrated brand, to launch its latest B2C brand, SI Sportsbook. That’s right, Sports Illustrated has a sportsbook. And we are building the only sportsbook by sports people!

In addition to building our consumer-facing sportsbook, 888 manages several ground-breaking B2B partnerships with Caesars and World Series of Poker. Already owning gambling brands and websites including 888sport, 888poker, and 888casino, 888 is always looking to grow!

We offer an exciting and dynamic work environment with flexible work-from-home policies, a generous benefits package, and unparalleled growth opportunities for employees. Our US business operates as a separate entity with a series of matrixed support layers so our employees can tap into the global resources at their disposal. It is very much a start-up culture at 888’s New York and New Jersey offices, and we value and appreciate employees who bring a strategic mix of flexibility, domain knowledge, and curiosity to their roles.

A working knowledge, or passion for sports and betting are a huge plus for potential candidates. 888's consumer-facing websites offer more than just online betting and gaming. They are entertainment destinations: places where people can enjoy a truly interactive experience and be part of an online community that shares common interests. 888's strong and trusted brands are all accessible through www.888.com.

Find out more about Sports Illustrated Sportsbook at www.sisportsbook.com, or 888 at http://corporate.888.com/.

We strive to always lead with our core values and beliefs that enable 8’sters to develop their full potential, bring their full self to the workplace, and engage in and foster a workplace environment of diversity and inclusion.

888 and all of its subsidiaries are committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. 888 is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

We Are Hiring!

888holdings is currently looking to hire a Customer Operations Specialist to join the 8ster team! This person will be responsible for responding and helping resolve all member queries – using all communication channels (chat, email, phone etc.). Also, maintain high standard of quality and quantity of responses on all Customer Operation related topics and all aspects of the role (general account queries, game play, payment info and checks, transactional needs/inquiries and payment issues, cash out checks Anti-Money laundering and Under-age prevention checks with external agencies).

Responsibilities include: (although not exhaustive)

• To respond to all member queries – using all communication channels (chat, email, phone etc.)
• Maintain high standard of quality and quantity of responses on all Customer Operation related topics and all aspects of the role – i.e. general account queries, game play, payment info and checks, transactional needs/inquiries and payment issues, cash out checks, Anti-Money laundering and Under-age prevention checks with external agencies
• To Support conversion/retention efforts through promotions, events, bonus offers, and various outbound projects via telephone, chat, and/or email
• To resolve all Customer queries within a specified time frame otherwise called the Service Level Agreement or (SLA).
• To process documents received in accordance with the policies and procedures set out by the business and the appropriate regulation.
• Work according to established standards and liaise with Management and the Fraud Specialists on all Risk related issues (Chargeback, Poker Collusion, Chip Dumping, Chargebacks, Under Age Use, AML cases, etc.)
• Processing of Customer Deposits through the Back Office
• Processing of Customer Cage Transactions (Deposits and Withdrawals)
• Investigating and communicating efficiently with our Processing companies and the member’s banks
• To perform additional tasks as required by the TL and/or Customer Operations Manager
• To carry out Product related projects or other projects assigned by management
• Obtain gaming licenses – Paid for by company

Skills Required/Preferred:

• Good level of computer literacy
• Good knowledge of Microsoft Excel and Access
• Ability to work different shifts: some nights and weekends are required
• Ability to handle high-volume phone calls
• Previous experience in customer service or call centers
• Strong Problems solving, investigative, Analytical and Multi-tasking skills
• Excellent communication and negotiation skills
• Ability to work independently and as part of a team, to tight deadlines in a dynamic and fast-moving environment

Benefits/Other Information:

• 401k
• Health, Dental, Vision, and Life Insurance
• PTO: 17 Vacation days, 5 Sick days
• Hybrid Position
• In-depth training and mentorship

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift
• Evening shift
• Night shift
• Rotating shift

Weekly day range:

• Weekends as needed

Work setting:

• In-person

Experience:

• Customer service: 1 year (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: Hybrid remote in Secaucus, NJ 07094

Salary : $42,000 - $46,000