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Jobs List
Senior Community Moderator & Customer Services Representative at WorldWinner
Description
Job Description: Senior Community Moderator & Customer Services Representative
Our Business
WorldWinner, a subsidiary of GSN, is one of the world’s leading providers of online games competitions, where the outcome of each competition is determined by the player’s skill. With more than 30 million registered players internationally, WorldWinner hosts nearly four million tournaments and awards millions of dollars in prizes every month. Players can choose from more 40 games, including SCRABBLE Cubes, Bejeweled 2 & Bejeweled Twist, Monopoly Downtown and Zuma. Many of the popular games played on WorldWinner and its partner sites have attracted a timeless following in the offline community, such as chess, solitaire and nine-ball pool. Now they can be enjoyed online by millions whenever the need for friendly competition strikes.
The Position
The role of the Senior Community Moderator & Player Services Representative will be responsible general help, and will specialize in all consumer-facing Fairness issues and will work closely with the Fraud & Risk team on messaging and managing player expectations. The Senior Community Moderator & Player Services Representative also manages the message boards, partakes in message board moderation, manages the 2 moderators, strategizes plan for proactively messaging out news and updates. The role also responds to customer inquiries mainly via e-mail and 3 – 4 live chat shifts a week, and some phone. Issues are researched and resolved, or escalated as necessary. The Senior Community Moderator & Player Services Representative is also responsible for actively listening to players' feedback, striving to exceed the players' expectations at every point, and enabling the players to compete in an environment that is fun, fair, and safe.
The Work
• Manage member message boards and oversee community moderators
• Respond to a high volume of customer inquiries through email and live chat
• Expert in WorldWinner’s Fair Matching system and managing all Fairness issues (will train)
• Gather customer feedback, bubble up trends and ideas to cross-functional teams
• Work effectively with co-workers, customers and others by sharing ideas in a constructive and positive manner
• Act as back-up to Player Services Supervisor
• Keep others informed of work progress and honor commitments to meet timetables
• Address problems and issues constructively to find mutually acceptable and practical business solutions
• Other duties as assigned
THE REQUIREMENTS
• Online community, forum and/or message board experience
• Strong written and verbal communications and typing skills as well as experience working in a PC windows environment with programs such as MS Word
• Solution-oriented, diplomatic, positive attitude
• Ability to work in a fast paced environment while maintaining quality of work
• 3 - 4 years of customer service experience in an online environment and working with CRM’s or other customer tracking systems preferred
• Ability to work in a team oriented environment with co-workers, customers and others by sharing ideas in an objective, constructive and positive manner
Location:
This position is based in our Newton office at 275 Grove Street, right off Route 95, next to the Riverside MBTA station.
Send cover letter and resume, including salary requirements, to:
jobs@worldwinner.com
DIRECT APPLICANTS ONLY -- NO AGENCIES PLEASE
More Information at:
www.worldwinner.com
Details
Location: Newton, Massachusetts United States
Type: Full Time
Posted: 25 Sep 2009
Contact Information
Email: jobs@worldwinner.com
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