Customer Service Representative (iGaming)

TL;DR

Customer Service Representative (iGaming): Managing customer inquiries and resolving issues for a dynamic entertainment ecosystem with an accent on player experience, active listening, and conflict resolution. Focus on troubleshooting product issues, maintaining call center metrics, and navigating multi-platform CRM tools.

Location: Hybrid (3 days in office, 2 days from home) in Toronto, Canada

Salary: $51,590 CAD

Company

hirify.global is an entertainment technology company redefining the future of sports betting, iGaming, and live sports streaming.

What you will do

• Address player needs, complaints, and issues regarding products and services across calls, chats, and emails.
• Respond efficiently and professionally to customer inquiries, providing comprehensive solutions.
• Engage in active listening to clarify information and diffuse difficult situations with angry players.
• Utilize CRM software, databases, and scripts to track and resolve customer issues.
• Maintain and strive to exceed established call center performance metrics.
• Participate in regular training and coaching to expand product and company knowledge.

Requirements

• High School Diploma or equivalent.
• 1+ years of customer service experience in a contact center or retail environment.
• Must be based in or able to work in Toronto, Canada (Hybrid).
• Must be able to obtain and maintain licensing in all jurisdictions where Bally’s operates.
• Fluency in English; fluency in Spanish is preferred.
• Proficiency with computer systems and basic technical troubleshooting skills.

Nice to have

• Knowledge of iCasino and Online Sports Betting.
• Advanced technical troubleshooting skills.

Culture & Benefits

• Competitive pay with annual salary reviews and RRSP contributions.
• Comprehensive health benefits provided from day one.
• Wellness wallet and home office allowance.
• Unique "work-from-anywhere" month per year.
• Monthly social events and team building activities.
• Modern downtown office featuring snacks, games, and a high-energy environment.