Specialist - VIP Customer Service

What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating, and building new products and technologies for millions of consumers. We care about each customer interaction, experience, behaviour, and insight and strive to ensure we’re always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space — ready to join us?

What’s the position?

Our VIP Customer Service specialist will report to the VIP Customer Service Supervisors and will handle a wide range of customer queries including betting, payments, verification, promotions, and general information via multiple contact channels including live chat, email, social media, and voice. Sport and betting knowledge is advantageous but not essential as our comprehensive training plan assists with your development, ensuring you reach your full potential. We have a culture of continuous development as we believe our people are the key to success.

Overall duties include:

• 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 top 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.)

• Go above and beyond in getting to know our VIP customers, building rapport for future contacts.

• Meet and exceed quality goals, productivity targets, and regulatory requirements.

• Complete outbound calls and other offline projects to support revenue driven campaigns.

• 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.

• Operates in a team environment providing support in all areas and being agile in your day-to-day workflow.

What are we looking for?

You will be a positive, confident, and enthusiastic VIP Support Specialist with the desire to guide and assist our best players with their account queries. You will have a passion for delivering exceptional customer service using internal tools to assist and take ownership resulting in first contact resolution. You will have strong computer literacy and numeracy skills, and a keen attention to detail with the ability to multitask. You will have a desire and willingness to learn, proactively maintaining awareness of policies and procedures while complying with Responsible Gambling and Regulatory requirements.

• As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment.

• 2+ years of experience in a customer-facing role multi-channel role.

• Availability to work flexible hours.

• Confidence to work in a hybrid environment.

• Work From Home Requirements:

  • 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

• Knowledge and understanding of sports betting, casino, and professional sports industry preferred but not required.

• Critical, analytical, and forward thinking with problem-solving skills, and strong attention to detail.

• Ability to learn and adapt to changing software and processes.

• Computer skills: Microsoft Office Software including Outlook, Word, and Excel preferred.

• Excellent interpersonal, communication, verbal, and written skills

• Empathy, curiosity, humility, and flexibility.

*At Hard Rock digitals’ discretion this position may be work from home and adjusted back to “in office” at any time

What’s in it for you?

We offer our employees more than just competitive compensation. Our team benefits include:

• Competitive pay and benefits

• Retirement benefits

• Employee Discounts

• Advancement opportunities

• Start-up culture backed by a secure, globally recognized brand.

• Opportunity to drive a best-in-class customer experience for the Hard Rock Digital community

Roster of Uniques

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer).