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iGaming Support Supervisor
4 months ago
Job DescriptionAssists the Customer Service Manager with training, support, and administration of the team. Acts as escalation point for iGaming Support Specialists and Lead iGaming Support Specialists. Performs the duties of the Customer Service Manager in their absence.Ensure attainment of all Call Center call metrics. Provide daily direction to team members.Model and inspire professional response and resolution to all customer inquiries.Motivate, coach and counsel team members. Focus on team morale/team building.Work collaboratively with the call center management team as well as the Casino and iGaming departments.Provide feedback to Call Center manager and senior management on training needs and gaps within team and the performance of individual team members.Review promotions and train Customer Support to be able to assist customers.Prepare daily pre-shifts and ensure they have been reviewed by all employees. Ensure the call center is responding appropriately to customer requests/inquiries and providing superior customer service.Develop and train CS Leads.Assist with onboarding and training new hires.Handle escalated calls and complex requests from Customer Support Specialist Leads.Strive for first-call resolution with every customerApprove and process customer courtesy adjustments as necessary, while being accountable for department profitabilityCommunicate effectively with Manager and senior level management regarding business issuesDisplay a professional manner when dealing with internal and external customers.Complete all administrative responsibilities, as requiredAdditional duties as assigned. We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.Experience and SkillsHigh School Diploma or GED required. Minimum of 5 years customer service experience. Minimum of 1 year Supervisory experience in a call center.Easily adaptable to changing business needs.Easily adaptable to changing business needs.Strong interpersonal skills including listening, empathy and responsiveness.Ability to anticipate and solve problems.Ability to multi-task in an efficient, thorough and prioritized manner.Ability to work quickly, accurately and independently.Ability to speak, read, write and understand English.Excellent written and verbal communication skills.Proficient in using common computer programs.Ability to use phone system as required for all aspects of the job.Strong computer skills.Must be able to work flexible shifts.Evenings and Weekends are required.Job BenefitsCompany Benefits include (please note that some are reserved for Full Time Team Members only):Medical/Dental/Vision after 90 days of continuous full time servicePaid Time off (Vacation, Sick, Holidays)401K with partial company match (after 6 months of employment - both FT and PT)Short and Long Term Disability (after a qualifying period)Employee Dining RoomFree Uniforms and ParkingBright Funds Charitable Match programTeam Member Assistance FundTuition Reimbursement Appreciation and Celebration EventsFun Company SwagThis is not a comprehensive list of benefits offered.
