FlowPlay

• Provide exceptional customer service by handling escalated issues and complex customer inquiries that require advanced problem-solving skills • Serve as the primary point of contact for customer service agents during assigned shifts, offering guidance, support, and real-time coaching • Assist the Customer Experience Manager in implementing and enforcing customer service policies, procedures, and best practices • Monitor and manage team performance during shifts, ensuring that all agents meet or exceed agreed-upon KPIs and deliver high-quality customer service • Identify areas for improvement in customer service processes and work with the Manager to implement necessary changes • Conduct regular team huddles and one-on-one meetings with agents to provide feedback, discuss performance, and foster a positive team environment • Assist in the training and onboarding of new customer service agents, ensuring they have the knowledge and skills to succeed in their roles • Maintain accurate records of customer interactions, escalations, and resolutions, and provide regular reports to the Manager • Handle customer calls and inquiries as a part of our standard coverage plan • Collaborate with other departments to resolve complex customer issues and ensure a seamless customer experience • Stay informed about industry trends, regulations, and best practices in customer service, particularly in the Real Money Gaming space