Specialist - Customer Service

What’s the position? As a Customer Service Specialist, you’ll 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. The culture of continuous development is key for success. Overall duties include: Deliver world‑class customer service, while responding to player inquiries and concerns via multiple channels (calls, chat, social media, and voice) 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 make every user interaction meaningful and to provide the best gaming experience possible Re‑prioritize and adapt to an ever‑changing environment Operate 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. What are we looking for? You will be a positive, confident, and enthusiastic Customer Service Specialist with the desire to help, guide, and assist our players with their account queries. You will have a passion for delivering exceptional customer service using internal tools to assist and take ownership resulting in first‑time resolution. You will have strong computer literacy and numeracy skills, and a keen attention to detail with the ability to multitask. You will have a desire and willingness to learn, proactively maintaining awareness of policies and procedures while complying with Responsible Gambling and Regulatory requirements. 2+ years of experience in a customer‑facing multi‑channel role Bilingual in English and Spanish is preferred Availability to work flexible hours Confidence to work in a hybrid environment Work From Home Requirements Must have at least 25 Mbps internet connection plan/speed Must have a private & quiet area to work at home Demonstrate personal excellence by remaining positive in difficult situations Ability to work in a fast‑paced metric‑driven environment with proficient multitasking and navigation Knowledge and understanding of sports betting, casino, and professional sports industry preferred but not required Critical, analytical, and forward thinking with problem‑solving skills, and strong attention to detail Ability to learn and adapt to changing software and processes Computer skills: Microsoft Office Software including Outlook, Word, and Excel preferred Excellent interpersonal, communication, verbal, and written skills Empathy, curiosity, humility, and flexibility What’s in it for you? 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 We care deeply about every interaction our customers have with us and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunities employer). #J-18808-Ljbffr hardrockdigital