Customer Service Escalation Support Agent

What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming 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's 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 Senior Specialist will report to the Customer Service Supervisor/Manager and will be responsible for becoming a product expert and resolving complex escalations. In this position you will act as a bridge between customers and internal teams to improve first contact resolution, customer satisfaction, avoid and resolve complaints ultimately reduce escalation rates. You will collaborate with others to analyze, understand, and raise individual and customer-wide issues while providing escalation support to variety of teams within Hard Rock Digital.

• 
  Handle VIP/NVIP escalations related to our product, games, features, technical BTS, and promotions across various devices and channels

• Identify trends by monitoring Slack, Salesforce queues & reporting them to appropriate stakeholders (CRM/SBK Ops/Casino Ops/Product)

• Ensure that each escalation has a clear problem statement, action plan, is resolved within the appropriate SLA and is in line with our Complaints processes

• Communicate casino and sports game issues with the appropriate stakeholders and push for a timely resolution via our Jira escalation process

• Continuously provide team member feedback for coaching and development to reduce escalation rates, complaints, and RCR (repeat contacts)

• Assist in various account management tasks such as; account reopening, general PII updates, and troubleshooting log in issues

• Identify & report common escalation reasons/topics for internal knowledge assessment review, knowledge articles, promoting continuous process & product improvement.

• Assist in expediting resolutions to compliance, BBB, executive, and property escalations

• Provide valuable feedback on HRD products & tools as well as ideas to improve both agent and customer experience

• Identify & report outdated or incorrect knowledge articles/SOPs to avoid the spread of misinformation & unnecessary escalations

• Identify & report abusive customer behavior

• Assist in the onboarding and development of new hires in a nesting environment

• Perform other related duties as assigned, including contact handling based on business needs.

As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment.

What are we looking for?

Required and preferred candidate skills and experience:

You will have experience participating in a team of customer service agents ideally in the online sportsbook or casino environment.

• We are seeking candidates who demonstrate discretion and maintain professionalism consistently.

• We are seeking individuals who exceed company expectations and aspire to excel in customer service. Must show the ability to consistently exceed KPIs.

• Ability to facilitate meetings demonstrates strong verbal and written communication.

• Demonstrated decision-making, critical thinking, problem-solving abilities while looking for opportunities to enhance policy, process, and tools.

• Demonstrates stand out performance in current role.

• Excellent leadership that reflects the philosophy of "lead by example."

• Must manage time and priorities effectively by completing tasks in a timely manner.

• Must be a Team Player. "Team" has various levels (team, area, site, Business Unit) and we need to be able to support and understand most of them.

• Ability to resolve customer complaints and escalated issues while maintaining a professional and calm demeanor.

• You have proven experience of operating in a fast paced, changing, and real time environment.

• Knowledge and understanding of sports betting, casino, and professional sports industry preferred but not required.

• Availability to work flexible hours.

• Confidence to work and manage in a hybrid environment.

• Work From Home Requirements:

  Must have at least 25MBPS internet connection plan / speed

  Must have a private & quiet area to work at home.

• 2-4 years of contact center experience

• 
  At Hard Rock Digitals’ discretion this position may be Hybrid and adjusted back to “in office” at any time

What’s in it for you?

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

• Competitive pay

• Medical, Dental, and Vision Coverage Options

• 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 Unique's

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 opportunity employer).