Account Specialist

VGW

Summary

This is an exciting opportunity for an experienced customer service professional to join VGW Canada Inc. as a Player Support Representative. The successful candidate will be responsible for building trusted relationships with players, assessing and acting on key player moments, educating new players about Chumba, and adhering to the company's processes. The ideal candidate will have 3+ years of customer service experience, experience interacting with customers online, and the ability to distinguish between what is important and what is urgent. They must also demonstrate accountability, attention to detail, strong communication skills, teamwork and collaboration, and interpersonal skills. VGW Canada Inc. is committed to building an equitable, diverse, and inclusive workplace and encourages all qualified applicants to apply.

Job description

Purpose:

To share the management of a portfolio of high potential player accounts and high-activity players who no longer benefit from a fully Account-managed experience, providing them with outstanding customer support that exceeds their expectations.

Responsibilities

Create trusted relationships with players:

Working a 5-day roster (Sun-Thu or Tues-Sat) to build relationships and trust with players through friendly and helpful service.
Go above and beyond to solve players’ queries as satisfactorily as possible.
Confidently handles complex player queries and diffuses heated situations.

Assess & act on key player moments:

Utilise reporting dashboards to action a set of proactive tasks to enhance key moments in our player’s journey with Chumba.
Identify & act on opportunities to sustainably retain customers, or pass high quality players to Account Managers, positively impacting Chumba’s revenue.
Educate new players about Chumba in a way that will enhance their experience with us.

Aim to follow the company's processes:

Compliant with all team and business mandates with minimal supervision.
Attention to detail to ensure that your communication with the players is in line with the company's business model.

Build and maintain close relationships with internal stakeholders:

Maintain close contact and relationship making sure to stay on top of changes and releases.
Work closely with the Account Executives and Account Managers to ensure that everything is in line and that the players are satisfied.

Qualifications, Skills & Experience:

Customer service experience of 3+ years or experience supporting an Account Manager at a coordinator level.
Experience interacting with customers online, ideally via Salesforce or Zendesk.
Demonstrated understanding of building relationships with customers.
Strategic with time management, able to distinguish between what is important and what is urgent.

Personal Competencies:

Accountability. Accepts responsibility for outcomes (positive or negative) of one’s work.
Attention to detail. Accurately and carefully follows established procedures for completing work tasks.
Communication. Clearly communicates ideas, information, proposals, instructions, issues, and questions using appropriate tone and language. Demonstrates honesty; keeps commitments; behaves in a consistent manner.
Teamwork and collaboration. Adheres to the team’s expectations and guidelines; fulfils team responsibilities; demonstrates personal commitment to the team.
Building trust. Demonstrates honesty; keeps commitments; behaves in a consistent manner.
Interpersonal skills. Demonstrates clear, professional, and respectful communications in all interactions, consistent with an inclusive work environment. Treats others with dignity and respect.

VGW Canada Inc. is committed to building an equitable, diverse, and inclusive workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. VGW Canada Inc. is an equal opportunity employer and will provide reasonable accommodation for qualified individuals with disabilities throughout the recruitment and selection process. Please advise our Talent Acquisition Specialist in advance should accommodation be required. We encourage all qualified applicants to apply, however only those selected for further consideration will be contacted.

Location: Toronto, ON, Canada

Country: Canada

Date found: 2023-03-01

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