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Customer Service Supervisor

3 months ago

New York, United States BetMGM Full time
Job DescriptionJob Description

About Us

We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations-MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.

We were recognized as one of Glassdoor's "Best Places to Work".

Responsibilities

  • Monitor, track, and report on all customer service communication channels (Phones/Chat/Omni Channel Chat/Email/Outlook)
  • Preparing reports to assist with allocating resources and maximize efficiency and customer satisfaction
  • Identify process improvement initiatives to improve customer service best practices, which reflect BetMGM's commitment to achieving the highest standard of customer satisfaction
  • Supervise the team in communicating effectively with customers and addressing issues rapidly and fully, either through direct action or by alerting other relevant parties
  • Take action on supervisor escalations within the appropriate SLA (i.e., Responsible Gaming escalations)
  • Facilitate and attend meetings to improve transparency related to customer impacting issues and update SOP's
  • Create recognition initiatives that align with corporate values to motivate the team to improve company KPI's
  • Assist with training and coaching initiatives
  • Perform ad hoc assignments related to improving the customer experience

Essential Functions

  • Must be able to stand or sit and operate computers and other technological devices for extended periods of time

Qualifications

  • Bachelor's degree or equivalent work experience
  • Gambling/Sports Betting experience required
  • Excellent verbal, written, and interpersonal communication skills
  • Energetic and proactive self-starter with lots of initiative and creativity
  • A knack for creating clear, informative reports featuring a variety of customer service performance metrics, such as SLA response times and volume of tickets by channel
  • Commanding presence and proven ability to motivate and educate internal agents in a group setting
  • Ability to work well under pressure & meet deadlines
  • Proactive and willing to take ownership
  • MUST be detail-oriented
  • At least two years track record delivering customer service and tech support in team settings, over the phone, email, and chat
  • Strong analytical and problem-solving skills
  • Experience with CRM and call center monitoring software (i.e., Zendesk, Live Person, and Genesys)

CompensationThe hourly salary range for this position is $27.12 to $35.59. Factors which may affect starting pay within this range may include geography/market, skills, education, experienceand other qualifications of the successful candidate. This position is also eligible for participation in a performance-based bonus plan.

Gaming Compliance & Licensing Requirements

As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies. Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment. Please note that the licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification.

In addition, candidates must comply with and support the company's responsible gambling policies, procedures and initiatives.

About Our Culture

Building BetMGM from the ground up takes effort, energy, and teamwork, but that's what will make leading this industry all the more satisfying. We stay focused on our main goal with the help of these four company pillars:

Believe in Your Game - Take your shot There's a freedom to explore ideas usually only start-ups are lucky enough to experience.

Backed by the Best - With our expertise-merged with that of our world-class investors-we have the opportunity to take this business, and ourselves, farther than anyone has ever imagined.

Do What's Right - We operate with clarity and simplicity, always doing the right thing by our customers and each other, standing shoulder to shoulder every day.

Hustle Hard - Our combined commitment and ambition is what drives us to create some of the most innovative products in the industry.

What We Offer

As a valued employee, we're committed to giving you the resources and support you need. We offer Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, Employee Resource Groups and more

Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. The position is also eligible for an annual bonus.

BetMGM LLC is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals, regardless of race, religion, gender, gender identity, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. As an organization, we are unwavering in our commitment to maintaining a discrimination-free work environment, and fostering a culture of inclusivity, belonging and equal opportunity for all employees and applicants.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our company goals. So, we are committed to an inclusive culture for all and empowering our employees to thrive in meaningful careers. At BetMGM, we play to win, and we are "all in" together. If your experience looks a little different from what we've identified and you think you've got what it takes, we'd love to learn more about you.

If you need assistance or accommodation with your application due to a disability, you may contact us at recruitment@betmgm.com.

This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.