Customer Operations Agent

ABOUT FANDUEL GROUP

FanDuel Group is a world-class team of brands and products all built with one goal in mind — to give fans new and innovative ways to interact with their favorite games, sports, teams, and leagues. That's no easy task, which is why we're so dedicated to building a winning team. And make no mistake, we are here to win, but we believe in winning right. That means we'll never compromise when it comes to looking out for our teammates. From our many opportunities for professional development to our generous insurance and paid leave policies, we're committed to making sure our employees get as much out of FanDuel as we ask them to give.

Our brands include:

• FanDuel — A game-changing real-money fantasy sports app
• FanDuel Sportsbook — America's #1 sports betting app
• FanDuel TV — "The Bettor Sports Network" bringing live sports and interactive content to the games fans care about most
• FanDuel Racing — A horse racing app built for the average sports fan
• FanDuel Casino & Betfair Casino — Fan-favorite online casino apps
• FOXBet — A world-class betting platform and affiliate of FanDuel Group
• PokerStars — The premier online poker product and affiliate of FanDuel Group

THE POSITION:
Our roster has an opening with your name on it

Responsible for providing our fans with a first in class experience with all our products and services. We are looking for a Customer Operations Agent to become part of our collaborative team during the upcoming sporting season. Please note this role may require a weekend and evening shift schedule, starting anywhere from 8pm-11pm EST.

THE GAME PLAN:
Everyone on our team has a part to play

• Use email, chat, and phone support to resolve issues and inquiries, exceed expectations, and deliver outstanding support to our growing community of avid sports fans.
• Think creatively and passionately about ways in which we can make every user interaction meaningful and provide the best gaming experience possible.
• Ability to use and understand our internal admin systems, review accounts, troubleshoot bugs, and resolve issues.
• Help capture user insights and trends to inform all areas of the business, including product, marketing, and operations.
• Monitor for critical site issues and escalate to the proper channels to ensure a speedy resolution.
• Get a chance to make sports more exciting for fellow sports fans across the US and Canada.
• Resolves bet and contest inquiries regarding sporting rules, account and billing inquiries from subscribers.
• Provides technical assistance to fans regarding desktop and mobile applications.
• Responsible for continuous and collaborative communication with team

THE STATS:
What we're looking for in our next teammate

• Minimum of 1 year of experience in a customer facing role, preferably in a contact center environment
• Excellent communication skills with an emphasis on writing skills
• Ability to actively listen to what others have to say and restate information to ensure understanding
• Experience and proficiency with a Customer Relationship Management system, preferably Salesforce
• A quick and creative problem-solving mind
• Multi-task abilities with a focus on quality of work
• General understanding and knowledge of sports wagering, casino games, and fantasy sports games highly preferred
• Availability to work flexible hours that include nights and weekends
• Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies

THE CONTRACT:
We treat our team right

Competitive compensation is just the beginning. As part of our team, you can expect:

• An exciting and fun environment committed to driving real growth
• Opportunities to build really cool products that fans love
• Mentorship and professional development resources to help you refine your game
• Flexible vacation allowance to let you refuel
• Hall of Fame benefit programs and platforms

FanDuel Group is an equal opportunities employer. Diversity and inclusion in FanDuel means that we respect and value everyone as individuals. We don't tolerate bias, judgement or harassment. Our focus is on developing employees so that they reach their full potential.

#LI-Hybrid