Specialist - VIP Customer Service

What are we building?

Hard Rock Digital is a fiercely focused team working to become the best online sportsbook, casino, and social gaming company in the world. We're building a deeply curious team with a passion for learning, operating, and building new products and technologies for millions of consumers. We're customer-obsessed — we care about each customer interaction, experience, behavior, 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, 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 to customers 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.