Customer Experience Specialist, Gaming Industry

2 weeks ago


Jersey City, New Jersey, United States Fanatics Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Representative to join our Sportsbook Operations team at Fanatics. As a key member of our customer-facing team, you will be responsible for providing exceptional support to our customers, resolving issues, and ensuring a seamless experience.

Key Responsibilities
  • Customer Support: Provide timely and professional support to customers via various channels, including email, chat, and phone.
  • Issue Resolution: Resolve customer complaints, questions, and incidents in a timely and satisfactory manner.
  • Knowledge Sharing: Share customer insights and trends with internal teams to inform product development, marketing, and operations.
  • Subject Matter Expertise: Act as a subject matter expert and mentor for investigative staff and as a department liaison with other business departments.
  • Ad Hoc Requests: Assist management and internal teams with ad hoc requests and escalations.
  • Complex Inquiries: Review complex customer inquiries escalated by agents.
  • Suspicious Activity: Recognize possible suspicious, fraudulent, or AML activity and partner with the Fraud team to resolve.
  • Payment Concerns: Recognize possible payment (deposit & withdrawal) related concerns and partner with the Payments team to resolve.
Requirements
  • Experience: 2+ years of relevant experience in a customer call center.
  • Education: A Bachelor's Degree in a related field is considered an asset.
  • Skills: Understanding of gaming and payment processes, self-motivated, analytical thinker with exceptional attention to detail, investigative curiosity with strong organizational skills, competence with Zendesk/Salesforce & Microsoft Office product suite, intermediate Excel skills are preferred but not required.
  • Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies. Failure to be licensed or retain licensure will result in termination of employment.


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