About Sightline Payments, LLC
Sightline is transforming the gaming industry with its innovative suite of award-winning digital payment and wallet solutions. Through its expertise in consumer behavior, payments technology, and software development, Sightline is uniquely positioned to help casino resorts and online gaming companies offer a more robust, customer-centric omnichannel experience.
Sightline’s flagship product, Sightline Pay, enables players to use a single digital payment method across all gaming channels and throughout the entire resort. It’s currently the preferred payments and cashless solution for more than 80 partners in 40+ states across the sports betting, lottery, horse racing, and online and brick-and-mortar casino
markets.
At Sightline Payments, we are dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
About the role
Sightline Payments is seeking a high energy, passionate, Escalations Specialist. As an Escalation Specialist within the Escalation Department, will be the primary point of contact for internal and external clients alike. You will be responsible for supporting and managing escalations while maintaining the relationships between departments and servicing client’s needs. We are looking for a highly organized professional with leadership experience who can ensure the most efficient operations of our escalation team. You will work under limited supervision and demonstrate the judgment and capability necessary to assist our external contact center team with our customers that have escalated concerns. Your primary responsibilities will include assisting agents or supervisors with escalations as needed throughout the day/shift via Teams or other forms of communications directed upon by upper management. Escalation Specialists in this position are expected to be comfortable in escalated situations where the customer(s) may have concerns that a typical agent or supervisor is unable to address. The Escalation Specialist must also maintain a balanced perspective to ensure the Sightline/Play+ brands and a high level of customer experience is maintained. This role reports to the Customer Care Manager and works closely with other Escalation Specialists in the Escalation Department along with our Risk and Compliance Team.
This position is hybrid and requires to be in office on Tuesdays. The scheduled shift is Saturday-Wednesday 9am-6pm PST.
What you'll do
The successful candidate will:
- Deliver first-class Customer Service while enforcing Escalation Department policies and procedures.
- Self-manage and take accountability for daily tasks.
- Provide daily supplemental support to the external contact center by way of answering inbound communications in a timely and courteous manner
- Multitask and respond to chat communications via SPACE communications, Microsoft Teams, or any other approved method as appropriate while maintaining defined service levels.
- Complete other projects and tasks during downtime between interactions.
- Possess strong time-management skills and the ability to effectively prioritize work with limited supervision.
- Be naturally inquisitive, detail oriented and able to quickly identify anomalies or patterns in transactions, behaviors, or data.
- Demonstrate superior written and verbal communication skills and is comfortable interacting with internal and external teams and operators alike.
- Demonstrate a strong work ethic and professional integrity.
- Practice discretion when exposed to and handling highly sensitive and confidential personal and Company information.
- Remain flexible with scheduling and assignment of duties to support larger department goals and Company initiatives
Primary Responsibilities:
- Handle escalated inbound communications for immediate assistance to the external contact center team handling the inquiry.
- Self-manage daily tasks including, but not limited to batch files, reporting reviews, expedited requests, and researching escalated issues for resolution.
- Assist external contact center representatives in appropriate troubleshooting while following policies and procedures set forth.
- Maintain current knowledge of the existing casinos and sportsbooks and the states that they operate in.
- Maintain current knowledge of the Companies Policies and Procedures.
- Complete account VIP upgrades.
- Assist the Customer Care Manager in performing money transfers as needed.
- Research and provide patron account information to our external contact center and Casino/Sportsbook partners as needed.
- Demonstrate a strong work ethic and professional integrity.
- Assist the Customer Care Manager in ensuring that the external contact center team is updated on a constant basis with any company related Marketing Promotions events.
- Assist the Customer Care Manager in reviewing chats, calls, and tickets for quality assurance.
- Assist the Customer Care Manager in reviewing call and chat metrics and reports on a daily/weekly/monthly basis as assigned.
- Look for abnormalities or immediate issues that need to be addressed with urgency.
- Look for trends that could prevent occurrences from happening.
- Assist the Customer Care Manager in reviewing customer service ratings and act on them as appropriate.
- Notify the Customer Care Manager as appropriate with exceptional high ratings and the like with lower ratings as well.
- Assist the Customer Care Manager in maintaining and updating relevant training materials and tools needed for the external contact center agents to provide outstanding and unmatched customer service.
Additional Responsibilities may include:
- Contribute to the ongoing evolution of Sightline’s Escalation Department’s policies and procedures including improvement of the training materials, ticketing/phone system and other projects presented by the Escalation Specialist Team as assigned
- Fosters and maintains relationships with internal and external business partners.
- Assigned Special Projects (based on the need of the business)
Qualifications
- Minimum 3 years of relevant Call Center and/or Customer Service experience
- Minimum 3 years of experience of data entry and computer literacy.
- Minimum 1 year of online chat experience.
Required Skills
- Proficient with Microsoft Office 365 and the products within.
- Able to sit for long periods of time.
- Strong customer service and communication skills
- Able to de-escalate situations involving dissatisfied customers, offering patient assistance and support.
- Must be able to multi-task between communications from the external contact center team.
- Must be able to work from home in a quiet and distraction-free environment.
- Must have capable internet speeds and equipment to maintain quality connections throughout the entire shift without interruptions.
- Excellent attention to detail and organizational skills.
Preferred Skills
- Prepaid or Gift Card program experience
- Experience with iGaming, digital sportsbooks
- Familiarity with Digital Wallets and provisioning procedures and best practices
- Familiarity with Payment Card Industry Standards and Compliance
- Exceptional troubleshooting skills
- Exceptional phone skills.
- A patient and empathetic attitude.
- Adaptability and flexibility.
- Comfortable working in fast-paced environments.
- Bi/Multi-lingual is a plus
Company Offers
- PPO + HDHP Healthcare + Vision & Dental (Sightline covers 90% for employee and 70% for their qualified dependents).
- 401K with a match of up to 3%
- Paid Parental Leave
- STD, LTD, Life and AD&D coverage at 100% company paid
- Unlimited PTO (exempt employees only)
- Free membership to Headspace
- Home Office Stipend
Research shows that women and people from underrepresented groups often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that someone meets 100% of the qualifications for a role. If much of this job description describes you, then please apply for this role.