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FanDuel · 3 weeks ago

Customer Support Agent, Evenings And Weekends

Jersey City, NJ

Full-time

Onsite

Entry Level

$21/hr - $21/hr

1+ years exp

FanDuel Group is the premier mobile gaming company in the United States and Canada, and they are seeking Customer Support Agents with a customer-centric mindset. The role involves responding to customer inquiries, resolving complaints, and providing product knowledge to enhance the betting experience.

Fantasy SportsGamingSports

Responsibilities

Respond promptly and professionally to customer inquiries via various channels including live chat, email, and phone

Assist customers with account-related queries, betting and promotion inquiries, and technical issues

Provide explanations on betting options and outcomes, odds, promotions, and policies

Investigate and resolve customer complaints or issues efficiently and effectively

Escalate complex problems to higher-level support or management when necessary

Follow up with customers to ensure satisfactory resolution of issues

Maintain a deep understanding of our sports betting platform, including available sports, markets, and features

Stay updated on sports events, odds changes, and industry trends

Educate customers on how to navigate the platform, place bets, and utilize features effectively

Adhere to regulatory requirements and company policies related to responsible gaming and customer verification

Identify and report any suspicious activities or potential compliance issues

Assist customers with setting limits, self-exclusion, and accessing responsible gaming resources

Ability to work a flexible schedule, I.e., holidays, weekends, evenings, and overnight in addition to large sporting events (Super Bowl, Kentucky Derby, March Madness) as needed

Qualification

IGaming experienceCustomer Service experienceSports bettingCustomer service softwareCommunication skillsProblem-solving abilitiesResponsible gaming complianceAttention to detailAdaptability

Required

Minimum 12 months Customer Service experience in the Sports Betting industry

Strong knowledge of sports and betting terminology, including various types of bets and odds formats

Excellent communication skills, both verbal and written

Ability to adapt and deliver in a fast-paced environment

Strong problem-solving abilities and attention to detail

Familiarity with customer service software and CRM systems

Willingness to work flexible hours, including evenings, weekends, and holidays

Commitment to upholding responsible gaming practices and compliance standards

Benefits

We offer amazing benefits above and beyond the basics.

We have an array of health plans to choose from (some as low as $0 per paycheck) that include programs for fertility and family planning, mental health support, and fitness benefits.

We offer generous paid time off (PTO & sick leave), annual bonus and long-term incentive opportunities (based on performance), 401k with up to a 5% match, commuter benefits, pet insurance, and more.

Medical, vision, and dental insurance; life insurance; disability insurance; a 401(k) matching program; among other employee benefits.

This role may also be eligible for short-term or long-term incentive compensation, including, but not limited to, cash bonuses and stock program participation.