This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

We seek an enthusiastic, motivated, and dedicated CS/VIP professional to join our team as a Player Development Specialist for ARB Interactive. In this role, you’ll be a key member of our support team, working closely with our Players and CS and VIP management team to ensure they have an outstanding gaming experience.

• Deliver enthusiastic and personalized support to ARB Interactive Prospect and VIP Players, proactively identifying and resolving issues to create a seamless and enjoyable experience.
• Work with CS and VIP Management to share insights regarding player preferences, needs, and making recommendations as needed.
• Identify trending topics impacting sentiment for improvements within the broader organization.
• Initiate outbound contacts to players including but not limited to low Kustomer CSAT survey responses, VIP survey follow-up, and jackpot follow-ups.
• Develop deep expertise in ARB Interactive technology, policies, and best practices.
• Communicate effectively with Players, specifically prospect and VIPs, through chat, email, and phone.
• Troubleshoot and resolve issues efficiently, ensuring comprehensive issue resolution.
• Multi-task across multiple tools or resources while being engaged with Players.
• Uphold a positive and collaborative company culture by maintaining an upbeat and open attitude.
• Take on additional responsibilities as needed based on evolving business and market needs.

Qualifications

• Passionate about providing incredible Player support and solving problems.
• Must have excellent written and verbal communication skills.
• Able to multi-task across multiple tools or resources while being engaged with customers.
• Able to effectively adapt communication and style to match the needs of the customer.
• Proactively identify ways to avoid the recurrence of Player issues by recommending changes and improvements through our Voice of the Customer processes.
• Reliable High-speed Internet service (10 megabits download and 3 megabits upload).
• Quiet, distraction-free, home office workspace, ergonomic chair, and desk.
• Flexible and adaptable, able to work well in an evolving environment.

Requirements

• BA/BS, or equivalent experience required.
• Minimum 2 years working in a contact center supporting customers via phone, e-mail, and chat.
• Effective written and oral communications.
• Excellent interpersonal skills.
• Ability to multitask and successfully operate in a fast-paced, remote team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.

Benefits

• This is a full-time, remote position (40 hours per week) that requires flexibility to work between 7:30 AM and 12:00 AM EST.
• This role could require working weekends.
• Hours/days may vary based on business needs, with the possibility of flexing up or down hours depending upon business needs.
• Our Customer Support team operates 365 days a year, including major holidays.

Diversity Commitment

We are focused on building a diverse and inclusive team. We welcome people of all backgrounds, experiences, abilities, and perspectives and are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Important Security Notice

Our recruitment team will only contact candidates through official channels using @arbinteractive.com email addresses and via our recruiting platform, Ashby. If you find a position on a third party careers page (LinkedIn, Indeed, etc.), the job posting will redirect you to our careers page (https://jobs.ashbyhq.com/arb-interactive) to begin your application. We will never request payment, banking information, or personal identification details during the application process.

If you're ever uncertain about the legitimacy of communication claiming to be from our company, please forward it to recruiting@arbinteractive.com for verification before responding or clicking any links.