Overview

Overview:

This role will act as a bridge between the HRI Digital Social Games Team and the SHRSS Customer Care Team. The ideal candidate should understand the Social Gaming platform well, be an expert in the field, and be the go-to person for resolving customer care contacts. Additionally, the candidate will provide timely responses to customer inquiries, keep all teams well-informed of any existing issues, and ensure that the team is trained to handle customer inquiries. They will work towards driving customer service levels and developing reports on volumes and trending feedback. Partner with others in delivering an industry-leading UNITY experience. This is a part of a Customer Care operation that operates 24/7.

As a member of the leadership team, the Customer Care Manager will play a crucial role in executing the mission and vision of Seminole Hard Rock Support Services. This manager will closely monitor all Customer Care activities and use key operational observations to drive continuous improvement. They will also support the directors as a tactical leader, ensuring that key performance metrics are met. Additionally, the manager will be responsible for communicating all Customer Care initiatives and priorities clearly and in a timely manner. This will help to transform these initiatives into actions that support the success strategy of Customer Care and the Social Gaming and UNITY Customers serviced daily.

Responsibilities

Customer Support:

• Excellent personal management skills; time management, meeting deadlines.
• Knowledge of the Salesforce System and case management.
• Provide constant and ongoing training for Team Members to ensure understanding of games, bugs and any fixes to common issues.
• Handle any escalations to quickly resolve issues.
• Be the Divisional expert for Hard Rock Digital Social Games.
• Additional support other HRI and SGA customer contacts
• Work diligently to support the “Five Fs” culture and team philosophy throughout Seminole Hard Rock Support Services
• Act as a role model to all Team Members
• Monitor and report on issue resolution.
• Make sound judgement calls regarding prioritization, solutions and service recovery.
• Create and refine the daily procedures for Customer Care Team Members
• Partner with Training department to prepare training materials and conduct stand-up/ad-hoc staff training as needed
• Work closely with other departments to ensure accurate information is delivered to Guests/Members
• Escalate to IT and vendors to resolve issues.
• Interact with IT teams as well as business and account teams
• Assist with the configuration and ongoing administration of the call management system and voice response applications, as needed, to maintain operational efficiency in the contact center
• Escalate critical issues to senior customer care leadership appropriately
• Interview and hire Team Members to sustain appropriate staffing levels
• Identify trends and patterns in Customer Care’s performance, having overall accountability for meeting published contact center metrics (service levels, adherence, quality)
• Partner with the directors and all Team Members to ensure the highest possible degree of compliance with published quality standards
• Ensure prompt and discrete notification to leadership and/or Ethics Hotline of observations of illegal acts or internal ethics violations
• Monitoring new inbound tickets and ensure tickets are being routed correctly.
• Other duties as assigned by directors or above
• Ability to give VIP treatment to special players
• Ability to create and maintain relationships with players.
• Coordinate with other Hard Rock player development, marketing & VIP teams to identify and approach potential social gaming VIPs and to maximize value online and offline from shared VIP players
• Properly identify fluctuation in player behavior and act accordingly (reactivate, personal approach, up-sell, give bonus/freebies etc.)

Reporting:

• Prepare daily reports of Social Game cases and service levels.
• Track ongoing bugs and provide technical data needed to fix
• Experience with Tableau or similar business intelligence/visualization tools is highly desired.
• Attention to detail and ability to troubleshoot complex formulas and calculations.
• A team player with strong analytical, communication (both written and oral) and interpersonal skills. Outstanding organizational skills are a must, as is the ability to manage multiple priorities simultaneously.
• Must be proficient in MS Office software, mainly Excel, Outlook, Access, PowerPoint, and SharePoint

Qualifications

• 1-3 years in Customer Care or VIP
• Mobile Gaming or Social Casino Customer Support or VIP experience preferred
• 5 years of directly related experience in a managerial role
• Bachelors in finance, statistics, hospitality management, marketing, information management preferred, or similar.
• Comfortable with web-based platforms and not intimidated by technology
• Are highly organized and have the ability and desire to learn new technologies.
• You can organize information into logical steps and sequences and are comfortable turning “tech-speak” into easily digestible language.
• An excellent grasp of customer service practices.
• Strong ability to resolve support issues with creative, delightful, and efficient strategies.
• Genuinely love helping people. You always seek to improve the experience of those around you.
• High attention to detail and are always seeking out ways to improve.
• You have excellent, proven problem-solving skills, but know when something is over your head and are not afraid to ask for help.
• Experience in hospitality a plus
• Intermediate experience with Salesforce required.
• Excellent personal management skills: time management, meeting deadlines, effective communication, and presentation skills
• Required to work evening and weekend schedule

Work Environment:

• Willingness to work a flexible schedule including nights, weekend, and holidays; some travel is required.
• Duties and responsibilities are typically performed in a professional office setting.
• While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.

Pre-Employment Process:

Employment with Seminole Hard Rock Support Services requires the successful completion of the pre-employment process; to include a satisfactory background check.

Closing:

Seminole Hard Rock Support Services is an equal opportunity employer. We strive to foster an inclusive workplace culture for every team member. Seminole Hard Rock Support Services welcomes and encourages applications from people with disabilities. Reasonable accommodations are available upon request for candidates taking part in all aspects of the selection process.

DisclaimerWhile this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

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