Customer Experience Recovery Specialist

3 days ago


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

We are seeking a highly skilled Customer Experience Recovery Agent to join our team at FanDuel. As a key member of our customer experience team, you will be responsible for resolving high-profile customer experience challenges and ensuring that our customers receive the highest level of service.

Key Responsibilities
  • Respond to industry regulator inquiries in partnership with our compliance team
  • Partner with our Responsible Gaming Team to handle RG escalations
  • Assist customers who have experienced a less-than-ideal experience and proactively reach out to resolve their issues
  • Partner cross-functionally to identify causes of customer escalations and raise opportunities for improvement to Customer Experience Recovery leadership
Requirements
  • 1+ years of experience in customer support
  • 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 Bachelor's 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 and concisely
  • Empathy and passion for the customer experience, with a continual desire to improve it
  • Comfort working with and presenting to executives
  • Ability to work in a fast-paced environment with a lot of ambiguity
  • Ability to learn and adapt to changing software
  • Availability to work flexible hours, including 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-tasking abilities with a focus on quality of work
About FanDuel

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. We're committed to building a winning team and making sure our employees get as much out of FanDuel as we ask them to give.

We're based in New York, with offices in California, New Jersey, Florida, Oregon, and Scotland. Our brands include FanDuel, FanDuel Sportsbook, TVG, FanDuel Racing, FanDuel Casino & Betfair Casino, FOXBet, PokerStars, and more.

We're an equal opportunities employer and are committed to diversity and inclusion. We don't tolerate bias, judgment, or harassment, and we're dedicated to developing our employees so they can reach their full potential.



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