This is a 6-12 month contract position paying $24 dollars/hr sitting onsite in Jacksonville Florida, 5 days per wee.
Customer Experience Senior Agent
WHAT YOU’LL DO AS A Customer EXPERIENCE SENIOR 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.
WHAT SKILLS YOU WILL USE:
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.
