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Customer Service Team Lead

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

Kindred Group is seeking a Customer Service Team Lead to join our operations in Las Vegas, NV. The right candidate for this position will have experience in Customer Service environment. It is imperative that this person has a take-charge and can-do attitude, has strong social and people skills with the ability to build trust. We are looking for someone passionate about exceptional customer service and ability to operate 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 (assisting with general concerns, manual ID verification, account management, responsible gaming issues, password resets)
  • 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
  • Escalate all necessary issues to management and platform/game providers in a timely fashion
  • Communicate with Customer Service Agents and professionally handle escalations, ensuring we minimize contacts, empower Customer Service Agents and strive for first contact resolution
  • Perform payment approvals for small transactions while following processes to identify Fraud, AML, and risk
  • Complete manual KYC for in-contact players in a timely fashion while following risk and fraud procedures
  • Perform personal information changes on accounts such as change of phone number following internal processes
  • Assist in continuous training and coaching of Customer Service Agents.
  • Other duties as necessary and/or assigned by line manager

 

Desired Skills

  • Prior Customer Service experience
  • Prior experience in training and developing Customer Service Agents
  • 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
  • An interest in the igaming and sports wagering industry (sportsbook, casino and/or fantasy sports)
  • Strong organizational, problem-solving and analytical thinking skills
  • Self-starter/self-motivated
  • 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
  • Ability to multitask
  • Ensures high standards, shows initiative, proactivity, and professionalism
  • Flexibility to perform different tasks and follow procedures correctly

 

Preferred Skills

  • Prior Customer Service Team Lead experience.
  • Previous work with Zendesk or a similar system

 

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
  • 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

 

#LI-TG1


 
  • Office:
    Las Vegas, Nevada
  • Type of Employment:
    Full Time Permanent
  • Reference Number:
    COM1803
Medical Insurance
Shares
20 days PTO
Life Insurance
Commuter Benefits
Life Cover and Income Protection
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