Remote Scouter

At FlowPlay, we're expanding our horizons in the exciting world of iGaming, offering a unique blend of real money and social casino gaming experiences. We're seeking several Customer Service Agents for Real Money Gaming to join our dynamic team and help deliver world-class experiences to our valued customers. In this critical role, you'll be the frontline ambassador of our commitment to exceptional customer service. Whether assisting with account sign-ups or resolving in-game issues, you'll ensure that every customer interaction exceeds expectations. We're looking for individuals who are passionate about helping others, thrive on problem-solving, and find satisfaction in creating positive outcomes for our players. The ideal candidate will excel in a fast-paced environment, bringing enthusiasm and dedication to every customer interaction. Your success will be measured not just in resolved tickets, but in the number of happy customers you create along the way. We also are looking for 1-2 Mandarin speakers to join the team, so please let us know in the attached questionnaire if you happen to speak Mandarin. This is a remote position open to candidates in any U.S. state. Due to gaming licensing regulations, we are unable to consider international applicants at this time. Key Responsibilities Deliver exceptional customer service by providing accurate product and service information, resolving issues, and offering guidance on promotions and bonusesPartner with cross-functional departments (retail, marketing, tech, etc.) to effectively resolve customer concerns and ensure a seamless customer experienceConsistently meet or exceed agreed-upon KPIs and performance targetsEngage in continuous learning through hands-on training with fellow agents, leads, and management to enhance skills and knowledgeClearly explain the terms, conditions, promotions, and bonusing of the casino gaming site to customersProvide comprehensive information to customers regarding their account and transactionsEvaluate accounts to identify potential AML/Fraud violations based on deposit, withdrawal, and play transactionsRecognize problem gambling signs and assist customers by providing information and resources to get them the necessary supportMaintain accurate customer records by updating account information as neededProcess customer adjustments to maintain precise financial accountsRecommend potential products or services to management based on customer information and needs analysisPrepare product or service reports by collecting and analyzing relevant customer dataContribute to overall team success by accomplishing related tasks as assigned Required Skills and Competencies Previous experience in a high-volume, fast-paced call center strongly preferredExcellent verbal and written communication skillsStrong multitasking and prioritization abilitiesCalm and patient demeanor when handling complaints and difficult situationsCommitment to high standards, initiative, proactivity, and professionalismAbility to type and communicate on the phone for extended periods Other Requirements Must be 21 years of age or olderAbility to successfully complete a background check, drug screen, and obtain necessary gaming licensesSuccessfully complete required jurisdictional trainingMust have high speed internet access in your remote work locationAvailability to work nights, holidays, and weekends as required Join the FlowPlay team! At FlowPlay, we pride ourselves on being a company that we all love working for. We are regularly featured among the 20 best places to work in Seattle (according to Seattle Business Magazine), and our average tenure in the company is almost 8 years. Despite delivering large and successful games with global reach, we have a small team culture where each colleague’s impact can be felt. In surveys, our employees report high satisfaction rates, and say that they enjoy getting to know and work with each other and value working on games that bring people joy. We offer: Fully-paid medical (PPO), dental, and vision plansA 401k plan with company matching Long-term disabilityLife insuranceFSA plan for Medical and Dependent Care Compensation will be a range of $16-20 per hour, depending on experience and shift worked (overnight shifts will be compensated at a higher rate).