Wynn Sports Interactive Customer Support Supervisor in Jersey City, NJ at Encore Boston Harbor

Date Posted: 10/21/2019

Job Snapshot

Job Description

Representing WSI in all customer contacts, giving the best service via email, phone, social media and live chat - part of excellent customer service is building retention with customers, making them feel welcomed, special and ensuring that they are enjoying their sport betting and casino experience.

Essential Job Functions

  • Develop positive relationships with our support team, providing training and daily support.
  • Monitor potential issues and improve the user experience.
  • Provide surveys to wider management on a weekly basis.
  • Identify and report on improvement areas for Customer Experience within the business.
  • Develop plans to exceed service level expectations.
  • Monitor the quality of your team’s activity across all platforms: live chat, phone, and email.
  • Managing the all CS team activities and planning. 

Job Requirements

Specific responsibilities include:

  • At least 3 years of experience within online gambling as a Customer Service Supervisions.
  • Experience in developing reporting, procedures, and processes for a customer support team.
  • Familiarity with Jira, Confluence, Slack and MS Office Suite is an asset.
  • Experience of working in a customer support environment in US is an asset.

Skills / Attributes

  • A driven, passionate individual who thrives on challenges in the workplace.
  • Excellent spoken and written English.
  • Ability to work independently and take initiative.
  • Excellent communications and interpersonal skills.
  • Open minded to new technologies and innovative solutions.
  • Ability to multi-task, prioritize and manage time efficiently.
  • A leader and a team player.
  • Flexible and willing to work daily/evening shifts.

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws

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