Customer Service Support Specialist

2 weeks ago

Hollywood, Florida, United States Hard Rock Digital Full time

What is the role about?

Hard Rock Digital is dedicated to establishing itself as a premier online sportsbook, casino, and social gaming entity. Our team is passionate about innovation, development, and enhancing user experiences for millions of customers. We prioritize authentic interactions and insights to ensure we deliver exceptional service.

With a foundation rooted in the legacy of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital leverages a globally recognized brand in gaming and entertainment to create a unique digital experience.

Position Overview:

The Retail Support Specialist will report to the Customer Service Supervisors and will be responsible for addressing a variety of customer inquiries related to betting, payments, verification, promotions, and general information through multiple communication channels including live chat, email, and voice. While knowledge of sports and betting is beneficial, our extensive training program will support your growth and development, allowing you to achieve your full potential. We believe in fostering a culture of continuous improvement, as our employees are vital to our success.

Key Responsibilities:

  • Provide outstanding customer service at our support desk.
  • Assist customers through various communication platforms (Email, Chat, and Phone).
  • Establish meaningful connections with our players by understanding their needs and delivering effective solutions.
  • Meet and exceed performance metrics and compliance standards.
  • Utilize computer systems and applications to enhance player interactions and optimize their experience on our platforms.
  • Adhere to company policies while creatively enhancing user interactions.
  • Adapt to a dynamic work environment and prioritize tasks effectively.
  • Collaborate within a team to support various operational areas.
  • As a regulated entity, obtaining a gaming license may be necessary for employment.

Candidate Profile:

The ideal candidate will be a proactive and enthusiastic Customer Service Specialist, eager to assist players with their inquiries. A commitment to delivering exceptional service and resolving issues on the first contact is essential. Strong computer skills, attention to detail, and the ability to multitask are critical. A willingness to learn and stay informed about policies and regulations is also required.

  • Minimum of 2 years in a customer-facing role.
  • Reliable transportation and punctuality.
  • Flexibility in working hours.
  • Confidence in providing in-person support.
  • Ability to maintain a positive demeanor in challenging situations.
  • Experience in a fast-paced, metrics-driven environment.
  • Understanding of the sports betting and casino industry is a plus.
  • Strong analytical and problem-solving skills.
  • Adaptability to new software and processes.
  • Excellent communication skills, both verbal and written.
  • Demonstrated empathy, curiosity, and flexibility.

What we offer:

We provide more than just competitive salaries; our employee benefits include:

  • Attractive compensation packages.
  • Comprehensive medical, dental, and vision coverage.
  • Employee discounts.
  • Opportunities for career advancement.
  • A dynamic work culture supported by a globally recognized brand.
  • The chance to enhance the customer experience for the Hard Rock Digital community.

Our Commitment:

We value every interaction with our customers and empower our staff to enhance their experiences. Our vision is to cultivate a diverse and inclusive workplace where all employees can be authentic and contribute their unique talents. We celebrate individuality and are committed to equal opportunity employment.

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