Customer Service Representative

Job Description

Job Description

Title: Customer Service Representative

Employee Status: Regular Full Time

Work From Home Option: Hybrid - 2 Days/Week (40% Remote)

FLSA Status: Non-Exempt

Job Overview:

The Customer Service Representative is primarily responsible for providing effective customer service for all internal and external calls by utilizing in-depth knowledge of company products and programs as well as team player within the department.

Essential Functions:

• Provide general customer service information. (Hours of operation, directions, etc.)
  • Ability to handle heavy call volumes of both inbound and outbound.
    
  • Assist NYRA Bets and all other affiliate partners/customers with account inquiries.
    
  • Troubleshoot password and basic technical/app inquiries.
    
  • Research any misapplied information or customer discrepancies.
    
  • Provide special event, promotions and wagering details.
    
  • Assist customer via telephone and live chat as needed.
    
  • Performs other duties as assigned by supervisors or other senior management.

Qualifications:

• High School Diploma or Technical Certification
• Minimum three (3) years of experience in a call center or a customer service position with focus on customer, responding to and/or resolving customer inquiries via phone, live chat, and email
• Must have the flexibility to work weekends, holidays, or other shifts
  
• Must have a dedicated/secure space when working from home
  
• Strong computer skills (Microsoft and basic internet navigation)
  
• Able to handle high call volumes and excellent phone etiquette
  
• Strong Organizational skills
  
• Attention to detail
  
• Ability to multi-task and data entry
  
• Strong verbal communication
  
• Protect organizations values by keeping information confidential.
  
• Ability to adapt quickly to change, learn, and balance the understanding of different products
  

Summary of Physical Requirements and Work Environment:

This position is primarily sedentary and requires prolonged periods of sitting and working at a computer. The employee must be able to communicate effectively by telephone and live chat, perform frequent computer and data-entry tasks, and operate standard office equipment. The role requires the ability to maintain focus and manage multiple customer inquiries in a fast-paced, high-volume environment.

Pay Range / Salary: $17.00/per hour