Retail Support Specialist

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, 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, 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 Retail Support Specialist will report to the 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 at our in-person support desk at Hard Rock

• Provide additional customer service support through other communication platforms (Email, Chat, and Phone).

• 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

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

• 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.