Lead iGaming Support Specialist

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Communicates clearly, effectively, and efficiently using allcall-center multimedia tools, as well as verbally with all levels of management and associates. Handles multiple assignments simultaneously and prioritizes tasks based on business needs. Servesas a lead in addressing guest inquiries and resolving complaints while delivering exemplary customer service. Demonstrates strong coaching and mentoring skills, providing guidance and support toteam members. Works independently and exercises sound judgment tomake decisions that support business objectives as operational needs arise.

• Ensure day-to-day work is handled efficiently to meetcall-center service and performance standards.
• Generate reports and audit the work produced by iGaming
  
  Support Specialists.
• Coach specialists to achieve performance and service standards, including reviewing errors, side-by-side monitoring,monthly meetings, call observations, and other coaching activities.
• Coach specialists on the effective use of systems, processes,and procedures.
• Ensure specialists have the information needed to perform their duties; answer questions and provide guidance on guest interactions across all communication channels.
• Notify relevant support teams when systems are not functioning properly and inform management of areas requiring improvement.
• Maintain a daily log of issues impacting call-center performance and complete opening and closing duties.
• Ensure quality customer care by helping to develop,communicate, and interpret policies and procedures.
• Ensure specialists adhere to scheduled shifts and work assignments; advise them of violations and notify management as necessary.
• Handle escalated guest issues and bring matters to management when appropriate, ensuring proper communication during escalation to managers and other departments.
• Update systems such as the intranet with new information,policies, and procedures. Works with limited supervision.
• Perform all duties of an iGaming Support Specialist.
• Perform all additional duties as assigned.

We are proud to be an EEO/AA employer M/F/D/V. We maintain adrug-free workplace and perform pre-employment substance abuse testing.

High School Diploma or GED required. Minimum of 2 years customer service experience. Minimum of 1 year in a call center environment.

Easily adaptable to changing business needs.

Strong interpersonal skills including listening, empathy and responsiveness.

Ability to anticipate and solve problems.

Ability to multi-task in an efficient, thorough and prioritized manner.

Ability to work quickly, accurately and independently.

Ability to communicate effectively both verbally and inwriting in English. Excellent written and verbal communication skills.

Ability to use phone system as required for all aspects ofthe job.

• Must be able to work flexible shifts;
  Evenings and Weekends are required as are holidays.

Company Benefits include(please note that some are reserved for Full Time Team Members only):

• Medical/Dental/Vision after 90 days of continuous full time service
• Paid Time off (Vacation, Sick, Holidays)
• 401K with partial company match(after 6 months of employment –both FT and PT)
• Short and Long Term Disability (after a qualifying period)
• Employee Dining Room
• Free Uniforms and Parking
• Bright funds Match program
• Team Member Assistance Fund
• Tuition Reimbursement
• Appreciation and Celebration Events
• Fun Company Swag
• This is not a comprehensive list of benefits…