Hard Rock Digital · 10 hours ago
Senior Specialist - Customer Service
Atlantic City, NJ
Full-time
Hybrid
Mid, Senior Level
2+ years expHard Rock Digital is focused on becoming the best online sportsbook, casino, and social gaming company in the world. The Customer Service Senior Specialist will be responsible for resolving complex escalations, improving customer satisfaction, and collaborating with internal teams to enhance the customer experience.
Computer Software
Responsibilities
Handle VIP/NVIP escalations related to our product, games, features, technical BTS, and promotions across various devices and channels
Identify trends by monitoring Slack, GE, and inbound email queues & report to appropriate stakeholders (CRM/SBK Ops/Casino Ops/Product)
Ensure that each escalated case has a clear problem statement, action plan, and resolved within the appropriate SLA
Communicate casino and sports game issues with the appropriate stakeholders and push for a timely resolution
Continuously provide team member feedback for coaching and development to reduce escalation rate and RCR (repeat contacts)
Identify & report common escalation reasons/topics for quizzes, KA, process & product improvement
Assist in preparing presentations of pain points and highlights for CS Huddles and CRM/WFM/PF/DD bi-weekly meetings
Assist with expediting resolutions to compliance, BBB, executive, and property escalations
Provide valuable feedback on HRD products & tools as well as ideas to improve both agent and customer experience
Identify & report outdated or incorrect KAs/SOPs to avoid the spread of misinformation & unnecessary escalations
Identify & report abusive customer behavior
Assist in the onboarding and development of new hires in an nesting environment
Performs other related duties as assigned, including contact handling based on business needs
Qualification
Required
Experience participating in a team of customer service agents ideally in the online sportsbook or casino environment
Demonstrate discretion and maintain professionalism consistently
Exceed company expectations and aspire to excel in customer service. Must show the ability to consistently exceed KPIs
Ability to facilitate meetings and demonstrate strong verbal and written communication
Demonstrated decision-making, critical thinking, problem-solving abilities while looking for opportunities to enhance policy, process, and tools
Demonstrates stand out performance in current role
Excellent leadership that reflects the philosophy of 'lead by example.'
Manage time and priorities effectively by completing tasks in a timely manner
Must be a Team Player. 'Team' has various levels (team, area, site, Business Unit) and we need to be able to support and understand most of them
Ability to resolve customer complaints and escalated issues while maintaining a professional and calm demeanor
Proven experience of operating in a fast paced, changing, and real time environment
Availability to work flexible hours
Confidence to work and manage in a hybrid environment
Must have at least 25MBPS internet connection plan / speed
Must have a private & quiet area to work at home
2-4 years of contact center experience
Preferred
Knowledge and understanding of sports betting, casino, and professional sports industry
Benefits
Competitive pay
Medical, Dental, and Vision Coverage Options
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.
Company
Hard Rock Digital
Hard Rock Digital is building the future of online sports betting and interactive gaming.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
M
Marlon Goldstein
Executive Managing Director & CEO
Earl Mitchell
SVP Predictive Analytics
Recent News
2025-06-21
2025-05-09
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