Key skills
LeadershipCommunication
About this role
Role Overview
- Provide exceptional customer service by handling escalated issues and complex customer inquiries that require advanced problem-solving skills
- Serve as the primary point of contact for customer service agents during assigned shifts, offering guidance, support, and real-time coaching
- Assist the Customer Experience Manager in implementing and enforcing customer service policies, procedures, and best practices
- Monitor and manage team performance during shifts, ensuring that all agents meet or exceed agreed-upon KPIs and deliver high-quality customer service
- Identify areas for improvement in customer service processes and work with the Manager to implement necessary changes
- Conduct regular team huddles and one-on-one meetings with agents to provide feedback, discuss performance, and foster a positive team environment
- Assist in the training and onboarding of new customer service agents, ensuring they have the knowledge and skills to succeed in their roles
- Maintain accurate records of customer interactions, escalations, and resolutions, and provide regular reports to the Manager
- Handle customer calls and inquiries as a part of our standard coverage plan
- Collaborate with other departments to resolve complex customer issues and ensure a seamless customer experience
- Stay informed about industry trends, regulations, and best practices in customer service, particularly in the Real Money Gaming space
Requirements
- Proven experience in a customer service leadership role, preferably in a call center environment
- Strong understanding of customer service best practices and the ability to coach others to deliver exceptional service
- Excellent communication and interpersonal skills, with the ability to build strong relationships with team members and customers
- Proficient in customer service management systems and technologies, such as ZenDesk
- Ability to analyze data and metrics to identify trends and areas for improvement
- Strong problem-solving and decision-making skills, with the ability to remain calm and professional under pressure
- Familiarity with online gaming platforms, particularly in the Real Money Gaming industry
- Commitment to fostering a positive and collaborative team environment
- Flexibility to work various shifts, including nights, weekends, and holidays
Benefits
- Fully-paid medical (PPO or HSA), dental, and vision plans
- A 401k plan with company matching
- Long-term disability
- Life insurance
- FSA plan for Medical and Dependent Care