Job Description
- Experience managing a portfolio of accounts.
- Go above and beyond to solve customers’ queries as satisfactorily as possible.
- Confidently handle complex customer queries and diffuse heated situations.
- Utilize reporting dashboards to action a set of proactive tasks to enhance key moments in our customer’s journey.
- Identify & act on opportunities to sustainably retain customers, or pass high quality players to Account Managers, positively impacting VGW’s revenue.
- Maintain compliance with all team and business mandates with minimal supervision.
- Maintain close contact and relationship with internal stakeholders and team to stay current on any company and departmental changes and releases.
- Work a 5-day roster (Sunday-Thursday or Tuesday-Saturday) to build relationships and trust with players through friendly, prompt and helpful service.
- 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.
- Flexibility to work weekends and holidays.
- Competitive compensation, perks and benefits.
- Flexibility for work-life balance.
- Opportunities for learning and career advancement.
- Diverse and inclusive group of individuals.
- Fun workplace with in-person and online events, social gatherings and much more.
As an Account Specialist, you'll be responsible for managing a portfolio of high potential player accounts and high-activity players who would not currently benefit from a fully Account-managed experience, providing them with outstanding customer support that exceeds their expectations.
Please note: This role operates on a Sunday-Thursday or Tuesday-Saturday schedule to provide timely and reliable service to our players.
Key responsibilities will include:
- Go above and beyond to solve customers’ queries as satisfactorily as possible.
- Confidently handles complex customer queries and diffuses heated situations.
- Utilize reporting dashboards to action a set of proactive tasks to enhance key moments in our customer’s journey.
- Identify & act on opportunities to sustainably retain customers, or pass high quality players to Account Managers, positively impacting VGW’s revenue.
- Compliant with all team and business mandates with minimal supervision.
- Maintain close contact and relationship with internal stakeholders and team to stay current on any company and departmental changes and releases.
- Working a 5-day roster (Sunday-Thursday or Tuesday-Saturday) to build relationships and trust with players through friendly, prompt and helpful service.
What you will bring to the role:
- 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.
- Candidates with experience managing a portfolio of accounts will be considered an asset.
- Flexibility to work weekends and holidays.
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.
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