FanDuel Group (“FanDuel”) is an innovative sports-tech entertainment company that is changing the way consumers engage with their favorite sports, teams, and leagues. The premier gaming destination in the United States, FanDuel consists of a portfolio of leading brands across gaming, sports betting, daily fantasy sports, advance-deposit wagering, and TV/media.
FanDuel has a presence across all 50 states with approximately 17 million customers and 28 retail locations. FanDuel is based in New York with offices in New Jersey, Georgia, California, Oregon, Canada and Scotland.
Its networks FanDuel TV and FanDuel+ are broadly distributed on linear cable television and through its relationships with leading direct-to-consumer over-the-top platforms.
FanDuel is a subsidiary of Flutter Entertainment plc, the world’s largest sports betting and gaming operator with a portfolio of globally recognized brands and a constituent of the FTSE 100 index of the London Stock Exchange.
THE ROSTER
At FanDuel, we give fans a new and innovative way to interact with their favorite games, sports and teams. We’re dedicated to building a winning team and we pride ourselves on being able to make every moment mean more, especially when it comes to your career. So, what does “winning” look like at FanDuel? It’s recognition for your hard-earned results, a culture that brings out your best work—and a roster full of talented coworkers. Make no mistake, we are here to win, but we believe in winning right. That means we’ll never compromise when it comes to looking out for our teammates. From creatives professionals to cutting edge technology innovators, FanDuel offers a wide range of career opportunities, best in class benefits, and the tools to explore and grow into your best selves. At FanDuel, our principle of “We Are One Team” runs through all our offices across the globe, and you can expect to be a part of an exciting company with many opportunities to grow and be successful.
THE POSITION
Our roster has an opening with your name on it
Responsible for the delivery of agent contact quality assurance scoring. In this role you are part of the team that monitors and reports on the established quality metrics for FanDuel Customer Operations Agents. You will work closely with Training and Management to ensure we are providing excellent customer services.
THE GAME PLAN
Everyone on our team has a part to play
- Evaluate recorded calls, chats, and emails to ensure we are maintaining the highest level of customer satisfaction
- Partner with Customer Operations Leadership to coach agents on contacts that fail to meet the required standards
- Assist in determining training needs based on findings and reports suggestions to QA Lead and upper Management
- Participate in calibration sessions to maintain consistency with evaluations
- Provides meaningful feedback of evaluation results to the leadership teams
- 10 – 20% of time may be spent answering inbound interaction from players
- Perform other duties as assigned
THE STATS
What we’re looking for in our next teammate
- 1+ years in a customer operations field, including Contact Center Experience
- Excellent oral and written communication skills
- Working knowledge of MS Office Suite, G Suite and Customer Service tools.
- Ability to work under pressure and under own initiative
- Research, analytical and problem-solving skills
- Self-motivator and self-starter, ability to work independently
- Be forthcoming with positive feedback to encourage desired behavior
- Adapt well to change and successfully set and adjust priorities as needed
- Ability to meet deadlines and business demands
- Knowledge of soft skills and customer service best practices
- Knowledge and understanding of the sports and online gaming industry
- Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies
PLAYER BENEFITS
We treat our team right
From our many opportunities for professional development to our generous insurance and paid leave policies, we’re committed to making sure our employees get as much out of FanDuel as we ask them to give. Competitive compensation is just the beginning. As part of our team, you can expect:
- An exciting and fun environment committed to driving real growth
- Opportunities to build really cool products that fans love
- Mentorship and professional development resources to help you refine your game
- Be well, save well and live well – with FanDuel Total Rewards your benefits are one highlight reel after another
The applicable salary range for this position is $41,000 – $52,000, which is dependent on a variety of factors including relevant experience, location, business needs and market demand. This role may offer the following benefits: medical, vision, and dental insurance; life insurance; disability insurance; a 401(k) matching program; among other employee benefits. This role may also be eligible for short-term or long-term incentive compensation, including, but not limited to, cash bonuses and stock program participation.
This role includes flexible time off (including unlimited paid time off for full-time employees) and 14 paid company holidays. FanDuel offers paid sick time in accordance with all applicable state and federal laws. APPLY HERE