Customer Service Agent

This is a 12 month contract position (Can extend after 1 year) 40+ hours a week,
Customer service position (texting only, no phone calls) paying $24 dollars/hr sitting onsite in Downtown Denver. 

The supported hours are...

7am - 3:30pm MT
11am - 7:30pm MT
1:30pm - 10pm MT
3:30pm - 12:00pm MT

Weekend work is required, all weekend work will be work from home.

Customer Experience Agent

WHAT YOU’LL DO AS A Customer EXPERIENCE  AGENT:

• Act as the front line of for the company by communicating directly with customers through emails, chats, and phone calls.
• Help share customer insights and trends to all areas of the business including product, marketing, and operations.
• Resolve all customer issues, questions, incidents, complaints, etc. in a timely and professional manner and to the complete satisfaction of the customer.
• Act as a subject matter expert and mentor for investigative staff and as a department liaison with other business departments.
• Assist management and internal teams with ad hoc requests and escalations.
• Review complex customer inquiries escalated by agents.
• Recognize possible suspicious, fraudulent or AML activity and partner with the Fraud team to resolve.
• Recognize possible payment (deposit & withdrawal) related concerns and partner with the Payments team to resolve.
• Stay up to date on latest industry trends and internal policies and procedures to make sure customers are getting consistent top tier support.

• 2-4 years of relevant experience in a customer call center.
• A Bachelor's Degree in a related field will be considered an asset.
• Understanding of gaming and payment processes.
• Self-motivated, analytical thinker with exceptional attention to detail.
• Investigative curiosity with strong organizational skills.
• Competence with Zendesk/Salesforce & Microsoft Office product suite. Intermediate Excel skills are preferred but not required.
• Ability to work days, nights, and weekends.
• Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies. Failure to be licensed or retain licensure will result in termination of employment.