Customer Support Agent, Evenings and Weekends

ABOUT FANDUEL

FanDuel Group is the premier mobile gaming company in the United States and Canada. FanDuel Group consists of a portfolio of leading brands across mobile wagering including: America’s #1 Sportsbook, FanDuel Sportsbook; its leading iGaming platform, FanDuel Casino; the industry’s unquestioned leader in horse racing and advance-deposit wagering, FanDuel Racing; and its daily fantasy sports product.  

In addition, FanDuel Group operates FanDuel TV, its broadly distributed linear cable television network and FanDuel TV+, its leading direct-to-consumer OTT platform. FanDuel Group has a presence across all 50 states, Canada, and Puerto Rico.

The company is based in New York with US offices in Los Angeles, Atlanta, and Jersey City, as well as global offices in Canada and Scotland. The company’s affiliates have offices worldwide, including in Ireland, Portugal, Romania, and Australia.

FanDuel Group is a subsidiary of Flutter Entertainment, the world's largest sports betting and gaming operator with a portfolio of globally recognized brands and traded on the New York Stock Exchange (NYSE: FLUT).

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

We are seeking Customer Service Game Changers with an acute, customer centric mindset, to support the players of the Number 1 Sportsbook in the US. We're hiring for overnight and weekend shifts that will start between 5:00 - 11:30 pm, candidates must be able to complete initial training during the day shift and must located in the state of New Jersey, within 120 miles from Jersey City.

The ideal candidate will have previous iGaming experience, be passionate about sports and possess the ability to adapt to and embrace any challenge and opportunity presented to them.

In addition to the specific responsibilities outlined below, employees may be required to perform other such duties as assigned by the Company. This ensures operational flexibility and allows the Company to meet evolving business needs.

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

1. Customer Support:

• Respond promptly and professionally to customer inquiries via various channels including live chat, email, and phone.
• Assist customers with account-related queries, betting and promotion inquiries, and technical issues.
• Provide explanations on betting options and outcomes, odds, promotions, and policies.

2. Problem Resolution:

• Investigate and resolve customer complaints or issues efficiently and effectively.
• Escalate complex problems to higher-level support or management when necessary.
• Follow up with customers to ensure satisfactory resolution of issues.

3. Product Knowledge:

• Maintain a deep understanding of our sports betting platform, including available sports, markets, and features.
• Stay updated on sports events, odds changes, and industry trends.
• Educate customers on how to navigate the platform, place bets, and utilize features effectively.

4. Compliance and Responsible Gaming:

• Adhere to regulatory requirements and company policies related to responsible gaming and customer verification.
• Identify and report any suspicious activities or potential compliance issues.
• Assist customers with setting limits, self-exclusion, and accessing responsible gaming resources.

5. Ability to work a flexible schedule, I.e., holidays, weekends, evenings, and overnight in addition to large sporting events (Super Bowl, Kentucky Derby, March Madness) as needed.

• Please note that employment in this role is contingent upon the successful candidate obtaining gaming licenses for certain jurisdictions.
• This licensing process includes comprehensive background checks by the state gaming commission, encompassing criminal records, financial history, and personal background verification, to ensure compliance with state gaming regulations
• Candidate must comply with and support the company’s responsible gambling policies, procedures, and initiatives.

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

• Minimum 12 months Customer Service experience in the Sports Betting industry
• Strong knowledge of sports and betting terminology, including various types of bets and odds formats.
• Excellent communication skills, both verbal and written.
• Ability to adapt and deliver in a fast-paced environment.
• Strong problem-solving abilities and attention to detail.
• Familiarity with customer service software and CRM systems.
• Willingness to work flexible hours, including evenings, weekends, and holidays.
• Commitment to upholding responsible gaming practices and c