Call Center – Support Champion

Location: Pala, CA

Required Skills

 *Must enjoy and love the game of poker and have a strong understanding of casino games

  • Experience working in a call center environment
  • Experience working in gaming industry
  • Possess good knowledge of poker and casino games
  • Excellent oral and written communication skills
  • Possesses basic quantitative skills to compute payouts, transactions fees, etc.
  • Experience with both inbound and outbound contacts via chat, email and phones
  • Ability to chat with multiple customers
  • Ability to work in rotating shifts with different patterns
  • Ability to diagnosis problems and assess alternative solutions
  • Knowledgeable with the basics of different personal and mobile computing technologies
  • Knowledgeable with regards to different online payment options
  • Must speak Spanish

Responsibilities

 *Must enjoy and love the game of poker and have a strong understanding of casino games

  • Initiates contact with customers to drive deposits and real-money customer sign-ups
  • Keeps customers informed about new marketing campaigns
  • Participates in customer retention campaigns
  • Responds to customer contacts received through email, chat, phones and social media within the defined service levels
  • Maintains the quality of interactions with customers
  • Trouble shoots customer problems and escalate issues to Support Leader or Operations Manager when necessary
  • Attends trainings, coaching, feedback sessions and meetings as required by the team deliverables
  • Escalates cases to Payments and Security team when necessary and follow-up on resolution
  • Performs adhoc tasks as required by the business to support new product launches and/or promotions