About the company

Kindred Group knows what it takes to be a major player in the sports and entertainment industry. As one of the world's largest providers of sports betting and online gaming, Kindred is expanding in the US market via the Unibet brand.

Our Company's diverse workforce of over 1,500 includes over 50 different nationalities based all over the world. When you join our team, there is a guaranteed sense of belonging, inclusiveness and team spirit. This is an exciting and unique opportunity to join an established company growing in the US, and in the early days of online sports betting across the nation.

Job purpose/summary

The key focus of the role is to provide outstanding customer service in a fast-paced call center environment, handle customer inquiries and complaints through to resolution, and operate in a team environment with customer satisfaction as the ultimate goal.

Duties and responsibilities

• Communicate effectively with players and address both comments and concerns via Live Chat, Email, and Phone in line with department SLAs (assisting with general concerns, account management, responsible gaming issues, password resets)
• Professionally handle all player issues, ensuring we minimize contacts and strive for first contact resolution
• Ability to troubleshoot technical issues (computer, browser, application installation, or any other technical issues to assist the player in successful account creating and an enjoyable gaming experience)
• Assist players with specifics about promotions, loyalty programs, and terms and conditions, including manually adding bonus funds to accounts when applicable
• Perform personal information changes on accounts such as change of phone number following internal processes
• Escalate all necessary issues to management and platform/game providers in a timely fashion
• Other duties as necessary and/or assigned as assigned by line manager

Desired Skills

• Good listener, empathetic, goal-focused
• Ability to work well under pressure and with tight deadlines
• Good business understanding skills: understand strategy, business functions, manage conflicts
• Strong organizational, problem-solving and analytical thinking skills
• Call center experience preferred, but not required
• Online gaming and or/Sports Wagering preferred, but not required
• Excellent written and verbal communication skills
• Able to handle complaints and difficult situations in a calm and patient manner
• Ensures high standards, shows initiative, proactivity, and professionalism
• Flexibility to perform different tasks and follow procedures correctly

Package, perks and benefits

• Competitive pay, based on experience
• supplemented health, dental and vision insurance, available on first day of employment
• a generous 401k match; company matches up to 6% and is vested from day one
• a $500 annual health and wellness allowance
• generous PTO Allowance; 20 days annually and an additional day on your work anniversary (capped at 30 days)
• in-house training and development facilitated through Kindred Academy and LinkedIn Learning
• Virtual social events

Working conditions and Physical Requirements

• Must be able to sit for extended periods of time
• Must be available to work nights, holidays and weekends
• Candidates hired into the role will be required to get licensed in certain states

Qualifications

• High School diploma
• Must be at least 21 years old