Customer Service Manager, Gamewise - Florida, Miami

The announced job offer is made public by the firm: Delaware North and it was included in jobs list the date of: 2022-10-22 in the website greenenergyjobsonline.com.

It is announced that they have a job offer at the category of Array and the jobs location is in the state of Florida at the city Miami, in the country US - at this current ZipCode: 33131

The information residing in this page is not directly announced by our websites, we help users in the intent of finding the jobs they want and redirect them back to jobs8 for apropriate applying to any of the jobs listed on www.greenenergyjobsonline.com.

The Opportunity

Delaware North Gaming is hiring a Sportsbook Customer Support Manager to join our Gamewise team based out of Miami Florida. As a Manager, you will be responsible for a team of support agents to ensure they are rapidly resolving issues and inquiries, exceeding customer expectations, and delivering outstanding support to our growing community of avid sports fans.

At Delaware North, we care about our associates. We are committed to invest in our people's personal and professional journeys, without you, there is no us. These are just some of the benefits we offer: health, dental, and vision insurance, 401(k) with company match, performance bonuses, paid vacation days and holidays, and generous friends-and-family discounts at many of our hotels and resorts. Click here to learn more .

Responsibilities

• Responsible for managing the customer support team
• Analyze team performance indicators to ensure support volume and quality of interactions are meeting standards
• Create the schedule for customer support agents and manage payroll
• Help maintain and update support policies and procedures to meet the needs of staff, customers, and the business
• Resolve escalated incidents from customer service agents
• Help to interview and train new support agents
• Determine support team needs based on key metrics and performance indicators
• Quarterback critical site issues and escalate to the proper channels to ensure a speedy resolution

Qualifications

• Minimum of 1+ year experience supervising or managing staff preferred
• Bachelor's Degree Preferred
• Thorough knowledge of sports betting products and landscape
• Experience and proficiency with help desk software and reporting (ZenDesk, Slack, etc.)
• A desire to keep our customers and team more than satisfied
• A quick and creative problem-solving mind
• Knowledge of mediation and conflict resolution techniques
• Excellent communication skills with an emphasis on writing skills
• High touch, online customer support experience
• Able to effectively communicate with various business stakeholders
• Empathy, curiosity, humility, and flexibility
• A love for and deep knowledge of sports in general
• Expertise in data gathering and analysis
• Great attention to detail and highly organized
• Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies. Failure to be licensed or retain licensure will result in termination of employment

Shift Details

1st Shift
2nd Shift
3rd Shift
Holidays
Weekends
Varies

Who We Are

At Delaware North, you'll love where you work, who you work with, and how your day unfolds. Whether it's in sporting venues, casinos, airports, national parks, iconic hotels, or premier restaurants, there's no telling where your career can ultimately take you. We empower you to do great work in a company with 100 years of success, stability and growth. If you have drive and enjoy the thrill of making things happen - share our vision and grow with us.

Delaware North Companies, Incorporated and its subsidiaries consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status. Delaware North is an equal opportunity employer.