Hybrid Retail Support Specialist — Customer Experience

Hard Rock Digital; Tampa (FL); Hybrid; USD 38,000 - 56,000; Full time

Benefits offered by this job

Competitive pay & benefits

Flexible vacation allowance

Hybrid/remote work environment

Startup culture backed by a global, &l

Job summary

Hard Rock Digital is hiring a Retail Support Specialist to deliver world-class customer service at our in-person desk and across Email, Chat, and Phone channels. You will build relationships with players, aim for first-contact resolution, and navigate our internal tools to support online and mobile platforms.

With a passion for customer service, you will thrive in a fast-paced, metric-driven environment, and adapt to evolving software and processes while upholding Responsible Gambling standards.

Qualifications

• 2+ years of experience in a customer-facing role multi-channel role.
• Strong communication skills, both written and verbal.
• Ability to navigate multiple platforms and tools to assist players.

Responsibilities

• Deliver world-class customer service at the in-person support desk and via Email, Chat, and Phone.
• Build relationships with players, resolve issues on first contact where possible.
• Meet quality, productivity, and regulatory requirements.
• Navigate systems to assist players on online and mobile platforms.

Skills

Customer service

Multichannel support

Communication

Problem solving

Team player

Empathy

Tools

CRM software

Live chat tools

Job description

Hard Rock Digital is hiring a Retail Support Specialist to deliver world-class customer service at our in-person desk and across Email, Chat, and Phone channels. You will build relationships with players, aim for first-contact resolution, and navigate our internal tools to support online and mobile platforms.

With a passion for customer service, you will thrive in a fast-paced, metric-driven environment, and adapt to evolving software and processes while upholding Responsible Gambling standards.