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FanDuel // one-day fantasy sports
 
Jersey City, New Jersey    Posted: Tuesday, November 03, 2020
 
   
 
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JOB DETAILS
 

ABOUT FANDUEL GROUP

FanDuel Group is a world-class team of brands & products all built with one goal in mind  to give fans new & innovative ways to interact with their favorite games, sports, teams, & leagues. Thats no easy task, which is why were so dedicated to building a winning team. And make no mistake, we are here to win, but we believe in winning right. That means well never compromise when it comes to looking out for our teammates. From our many opportunities for professional development to our generous insurance & paid leave policies, were committed to making sure our employees get as much out of FanDuel as we ask them to give.

FanDuel Group is based in New York, with offices in California, New Jersey, Florida, Oregon & Scotland. Our brands include:

  • FanDuel  A game-changing real-money fantasy sports app
  • FanDuel Sportsbook  Americas #1 sports betting app
  • TVG  The best-in-class horse racing TV/media network & betting platform
  • FanDuel Racing  A horse racing app built for the average sports fan
  • FanDuel Casino & Betfair Casino  Fan-favorite online casino apps
  • FOXBet A world-class betting platform & affiliate of FanDuel Group 
  • PokerStars The premier online poker product & affiliate of FanDuel Group 

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

Responsible for training of customer facing teams. This position is responsible for maintaining & updating all training materials used by the customer service teams supporting all FanDuel Group operations. Candidate will provide initial & ongoing trainings to include processes, tool updates, responsible gaming awareness, betting rules, & soft skills trainings. Candidate will work closely with quality assurance leads to establish SLAs & provide feedback to management on areas of success & challenges.   

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

  • Facilitate customer service new employee training
  • Create & deliver ongoing trainings to keep team updated on procedures & product
  • Own projects, processes & curriculum pertaining to training & is passionate about agent improvement
  • Analyze data from calls, chats & emails to assess gaps in learning & apply appropriate measures to drive progress in training enhancement
  • Develop benchmarks, or scorecards to report the effectiveness of trainings
  • Develop & deliver multi-mode communication that convey a clear understanding of the unique needs of different audiences
  • Lead & support Customer Operations through the training of Customer Service
  • Must maintain working knowledge of all policies & procedures
  • Provide timely reporting to Management
  • Opportunity to mentor junior members of the customer operation teams
  • Additional responsibilities as assigned or requested

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

  • 2+ years in a training or customer service lead role essential
  • Associates or Bachelors degree preferred
  • Licensure: Must be able to pass required licensing as mandated by various state racing & gaming regulatory bodies
  • Experience collaborating across various organizations to meet business needs
  • Effective communication skills
  • Prove customer service skill set
  • Technical Competencies in the following
    • Process Design
    • Project Management
    • Excellent problem-solving skills
    • Business Analysis
    • Stakeholder Management
    • Communicating & Influencing
  • Ability to work in a flexible & agile work environment
  • Knowledge & understanding of the sports & online gaming industry

THE CONTRACT
We treat our team right

Competitive compensation is just the beginning. As part of our team, you can expect:

  • An exciting & fun environment committed to driving real growth
  • Opportunities to build really cool products that fans love
  • Mentorship & professional development resources to help you refine your game
  • Flexible vacation allowance to let you refuel
  • Hall of Fame benefit programs & platforms

FanDuel Group is an equal opportunities employer. Diversity & inclusion in FanDuel means that we respect & value everyone as individuals. We don't tolerate bias, judgement or harassment.  Our focus is on developing employees so that they reach their full potential.

 
 
 
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