Specialist - Customer Service

Hard Rock Digital is building an online sportsbook, casino, and social gaming company focused on digital products and customer experiences. The Customer Service Specialist handles player inquiries related to betting, payments, verification, promotions, and general information across multiple channels while delivering first-contact resolution, meeting quality and regulatory targets, and adapting to changing operational needs.

Responsibilities:

• Deliver world-class customer service, while responding to player inquiries and concerns via multiple channels (calls, chat, social media, and voice)
• Build meaningful relationships with our players through a consultative approach, understanding their current and future needs, providing first contact resolution, and providing a positive outcome for the player and HRD (Hard Rock Digital)
• Meet and exceed quality goals, productivity targets, and regulatory requirements
• Navigate computer systems and applications to service our players, and enable them to get the most from our online and mobile platforms
• Follow policies and procedures while also thinking creatively and passionately in ways to which we can make every user interaction meaningful and provide the best gaming experience possible
• Re-prioritize and adapt to an ever-changing environment
• Operate in a team environment providing support in all areas and being agile in your day-to-day workflow

Requirements:

• 2+ years of experience in a customer-facing role multi-channel role
• Availability to work flexible hours
• Confidence to work in a hybrid environment
• Must have at least 25MBPS internet connection plan / speed
• Must have a private & quiet area to work at home
• Demonstrate personal excellence by remaining positive in difficult situations
• Ability to work in a fast-paced metric driven environment with proficient multitasking and navigation
• Critical, analytical, and forward thinking with problem-solving skills, and strong attention to detail
• Ability to learn and adapt to changing software and processes
• Excellent interpersonal, communication, verbal, and written skills
• Empathy, curiosity, humility, and flexibility
• Bilingual in English and Spanish is preferred
• Knowledge and understanding of sports betting, casino, and professional sports industry preferred but not required
• Computer skills: Microsoft Office Software including Outlook, Word, and Excel preferred