Responsibilities
- Handle customer inquiries by phone and email professionally and promptly.
- Support customers with managing accounts, entering contests, and resolving technical difficulties.
- Explain fantasy sports rules, scoring methods, and gameplay features clearly and accurately.
- Address customer concerns such as login failures, payment disputes, or incorrect lineups with care and efficiency.
- Refer unresolved or complicated cases to supervisors or specialized teams when needed.
- Stay informed about ongoing sports seasons, fantasy competitions, and current promotions.
- Record all customer interactions and resolutions accurately in the CRM system.
- Meet performance targets related to call duration, quality standards, and customer satisfaction.
- Support team goals by sharing feedback, suggesting improvements, and assisting colleagues.
Benefits
- Paid training, generous paid time off, and 401k plan
- Monthly recognition and incentive opportunities
- Comprehensive medical, dental, and vision coverage, EAP, and wellness programs
- Strong internal promotion culture that values talent and commitment
- 80% of front-line leaders were promoted from within the organization
Work Arrangement
On-site
Work Arrangement
This position is based in the United States. Candidates must reside and work within the U.S. for the duration of employment.
Technology and Workspace Requirements
- Company-provided equipment will be supplied, but candidates must have reliable internet: minimum 5 Mbps upload and 30 Mbps download speeds.
- A hardwired internet connection is required for consistent call quality and fast response times; wireless or satellite internet is not supported.
- A quiet, private, and secure workspace is mandatory for daily operations.
EEOC and Veteran Documentation
- Employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition, disability, or other legally protected characteristics.
- Government agencies may request periodic reports on employee demographics including sex, ethnicity, disability, and veteran status.
- Completing the Administrative EEO Record is optional.
- All EEO records are stored separately in a confidential file and are not linked to employment applications or personnel records.
- Participation in data collection is voluntary. Providing or withholding information will not impact hiring or employment decisions.
