Customer Experience Recovery Agent

**Customer Experience Recovery Agent**

at FanDuel Jersey City, New Jersey **ABOUT FANDUEL GROUP**

FanDuel Group is a world-class team of brands and products all built with one goal in mind to give fans new and innovative ways to interact with their favorite games, sports, teams, and leagues. Thats no easy task, which is why were so dedicated to building a winning team. And make no mistake, we are here to win, but we believe in winning right. That means well never compromise when it comes to looking out for our teammates. From our many opportunities for professional development to our generous insurance and paid leave policies, were committed to making sure our employees get as much out of FanDuel as we ask them to give.

FanDuel Group is based in New York, with offices in California, New Jersey, Florida, Oregon and Scotland. Our brands include:

* **FanDuel** A game-changing real-money fantasy sports app

* **FanDuel Sportsbook** Americas #1 sports betting app

* **TVG** The best-in-class horse racing TV/media network and betting platform

* **FanDuel Racing** A horse racing app built for the average sports fan

* **FanDuel Casino & Betfair Casino** Fan-favorite online casino apps

* **FOXBet** A world-class betting platform

* **PokerStars** The premier online poker product

**THE POSITION**

Our roster has an opening with your name on it

Were looking for a Customer Experience Recovery Agent to help us manage high profile customer experience challenges. The Customer Experience Recovery Agent is responsible for correcting customer experiences that have been below our standards. Duties include, but are not limited to, providing the highest standards of customer service, converting detractors into promoters of FanDuel, while ensuring that all company policies and processes are followed. Additional tasks comprise of,

* Responding to industry regulator inquiries in partnership with FanDuels compliance team

* Partnering with the Responsible Gaming Team to handle RG escalations

* Assisting customers who were provided experiences lower than our standards when reaching out to support, and proactively reaching out to resolve their issues correctly

* Partnering cross-functionally to identify causes of customer escalations and raising opportunities for improvement to Customer Experience Recovery leadership

**THE GAME PLAN**

Everyone on our team has a part to play

* Drive rapid resolution for issues and inquiries, to help exceed customer expectations, and help rebuild customer trust when they experience a less than ideal experience

* Own escalations from channels including, BBB, State Regulatory Agencies, FanDuels Compliance Team and other groups across FanDuel.

* Identify user insights and trends to Customer Experience Recovery Leadership.

* Assist with proactively identifying customers in need of experience recovery from customer survey responses and other interaction reporting across the business.

**THE STATS**

What were looking for in our next teammate

* 1+ years of experience in Customer Support preferred

* Ability to work **evening shifts from 5pm-2am**. Competitive pay differentials may apply according to shift.

* Experience in handling Customer Escalations preferred.

* Knowledge and understanding of the DFS, Sports betting, Casino, or horse racing industry required

* Associates or Bachelors degree preferred

* Highly motivated individual, with a penchant for getting things done

* Ability to thoroughly research from different sources, problem solve, and present summaries of customer interactions accurately, concisely, complete with solutions for the customer.

* Empathy and passion for the customer experience, and a continual desire to improve it

* Comfort working with, and presenting to executives

* ***Licensure***: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies

* Ability to work in a fast-paced working environment with a lot of ambiguity

* Ability to learn and adapt to changing software

* Availability to work flexible hours that may include nights and weekends

* Excellent communication skills

* Empathy, curiosity, humility and flexibility

* Thorough knowledge of sports and gaming and/or FanDuel

* Proven ability to problem-solve and think creatively

* Experience with utilizing help desk software, such as ZenDesk or Salesforce

* Multi-task abilities with a focus on quality of work

**THE CONTRACT**

We treat our team right

Competitive compensation is just the beginning. As part of our team, you can expect:

* An exciting and fun environment committed to driving real growth

* Opportunities to build really cool products that fans love

* Mentorship and professional development resources to help you refine your game

* Flexible vacation allowance to let you refuel

* Hall of Fame benefit programs and platforms

FanDuel Group is an equal opportunities employer. Diversity and inclusion in FanDuel means that we respect and value everyone as individuals. We don't tolerate bias, judgement or harassment. Our focus is on developing employees so that they reach their full potential.

**U.S. Equal Opportunity Employment Information (Completion is voluntary)**

Individuals seeking employment at FanDuel are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

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If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

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An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

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Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

**Voluntary Self-Identification of Disability**

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with dis