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Customer Support Specialist

Company: theScore, Inc.
Location: Hoboken
Posted on: November 12, 2021

Job Description:

Score Media and Gaming Inc. empowers millions of sports fans through its digital media and sports betting products. Its media app 'theScore' is one of the most popular in North America, delivering fans highly-personalized live scores, news, stats, and betting information from their favorite teams, leagues, and players. The Company's sports betting app 'theScore Bet' delivers an immersive and holistic mobile sports betting experience and is currently available to place wagers in New Jersey, Colorado, Indiana and Iowa. Publicly traded on the Nasdaq and Toronto Stock Exchange (SCR), theScore also creates and distributes innovative digital content through its web, social and esports platforms. Summary: The Customer Support Associate is responsible for providing effective customer support for all internal and external customers by using excellent, in-depth knowledge of our mobile applications, as well as communicating effectively with team members across theScore. As a Customer Support Associate, you must be positive, energetic, and driven to be successful in a team-oriented, challenging and rewarding environment. You must be flexible and able to adjust to the quick and demanding changes of our business and industry. You must be an excellent communicator with great phone etiquette and problem solving skills. This role is perfect for you if you are passionate about engaging with customers through the many support channels we offer including voice, chat and email and you are a sports enthusiast who enjoys talking sports with friends and family! Typical Workday at theScore:

  • Provide front-line support to our customers in an effort to drive loyalty and long term customer retention.
  • Respond to all inquiries promptly with professionalism and subject matter expertise.
  • Demonstrate strong customer focus and commitment to quality.
  • Follow all policies and procedures to ensure accuracy and consistency.
  • Work with customers to resolve issues on their first interaction with us, follow-up with those requiring additional information and identify and escalate issues as appropriate.
  • Become a subject matter expert on theScore Bet mobile application.
  • Build relationships with customers by providing a positive and informative experience in a 24/7 customer support environment.
  • Use internal tools and systems to manage a productive workflow.
  • Document all communications with customers to promote a consistent experience across all support channels.
  • Contribute to the achievement of team goals and outcomes.
  • Utilize all resources and tools to troubleshoot and diagnose customer issues.
  • Other duties as required. Requirements:
    • Demonstrated experience in multi-channel customer support, preferably in a call center environment.
    • Extensive sports knowledge, particularly with regards to the four major professional sports leagues
    • Knowledge of sports wagering
    • Must demonstrate clear and effective communication skills, both verbal and written.
    • Ability to meet all team objectives and individual metrics for contact handling.
    • Experience using iPhone and Android devices on a daily basis.
    • Able to work evenings, weekends, and holidays as necessary.
    • Must reside in the state of NJ What We Offer:
      • Competitive salary with Employee Share Purchase Plan.
      • Comprehensive Benefits package.
      • Fun, relaxed work environment.
      • Education and conference reimbursements.
      • Located in Hoboken, NJ, easily accessible by mass transit.
      • Snacks and drinks provided.
      • Top of the line office hardware.
      • Opportunity for personal career growth and advancement theScore is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability or age.

Keywords: theScore, Inc., Hoboken , Customer Support Specialist, Other , Hoboken, New Jersey

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