Covers Hiring for Customer Experience Associate at Halifax, NS Full Time

About Covers
We’re becoming the world’s leading sports betting authority by making smarter sports bettors.

We’re a digital platform that brings together expert insight, rich user experience and a passionate community to help sports bettors bet smarter. In the overwhelming world of sports betting, we’ve created a single place where people who love the risk and rush of competition come together to share their passion and harness our 26 years of expertise, to build their game, win more consistently, and have fun doing it.

We currently see 20 million sports fans visit our site annually, and our goals for the coming year are aggressive. We’ve doubled the size of our company in 12 months, and plan to do so again in the next 24.

One thing is for sure: we’re set for a big next season.

Covers.com is serviced by NS Sports Media Pros Ltd., a related company who specializes in professional services and is located in Halifax, Nova Scotia.

Why You Want This Role

Customer Experience Associate an important role here at Covers, and we are looking for someone who enjoys learning how a site operates so that the user experience is seamless. You will be the first point of contact to ensure our data is accurate, our site is operating optimally, and our user community is kept strong with engagement through our site, forums, and social platforms.

What You’ll Do

• Monitor ingested data for quality assurance
• Perform data entry to ensure site content is current and relevant
• Create daily website content to promote our digital premium products
• Moderate forums to ensure our community guidelines are being upheld
• Monitor sites for objectionable content and alert for review
• Participate in user-acceptance testing for new product development
• Monitor and contribute content to various social media platforms
• Support editorial content as required
• Log trouble-tickets with the Engineering team and assist with the resolution of site issues
• Provide sales, site navigation, and general product support for all customers
• Assist with customer inquiries via phone, email, and chat
• Maintain customer accounts
• Support credit card and fraud-management activities
• Ensure digital products are updated and available for purchase
• Provide support to handicappers and partners

What You’ll Bring

• Previous experience in Operations, Data Entry, or Customer Service for a website is an asset.
• Comfortable with posting content to forums and social platforms, such as Twitter.
• Proficiency in Microsoft Office, including Excel, Word, and Sharepoint.
• Previous experience with CRM and SaaS systems is advantageous, such as ZenDesk and HubSpot.
• Inquisitive with a keen eye for details and have strong problem-solving skills.
• Highly motivated with the ability to work independently as well as in a team.
• Tech savvy and comfortable working with members from every team, from developers to product managers.
• Always looking for ways to improvement and be innovative. We work in a fast paced-environment, and we need someone who’s positive energy is always searching for deviations from “that’s how we’ve always done it” so we can truly excel in every aspect.
• Communication is one of your strongest skills, and this helps you interact with partners, team members, and customers to deliver a great experience.

What We Can Do For You

• This role is compensated on an hourly basis
• Vacation pay awarded on each semi-monthly payroll
• Individual and company performance based annual discretionary bonus
• Health and dental benefits
• 5% company matched pension contributions
• Self-driven annual training budget so you can continue to grow professionally
• Company parties in the summer, winter, and a few fun events in between
• Engaging, fun, and casual company culture
• Dog friendly office
• Free parking

*Sports have a 24-hour schedule and to provide the best customer support for our users, the schedule for this role is 9:00am to 9:00pm with 3 days on and 3 days off.*

Job Types: Full-time, Permanent

Schedule:

• 12 hour shift

Application question(s):

• Are you comfortable working a 12 hour shift (9am-9pm); 3 days on and 3 days off?

Education:

• Secondary School (preferred)

Experience:

• customer service: 1 year (preferred)

Work remotely:

• Yes