We went behind the bet with Ariel, our Customer Support Team Lead in Vegas
Tell us about your role and what it involves:
I'm responsible for supervising the customer support department. I help to make sure that service levels are met, calls are logged for reporting purposes, and that call quality is of a high standard. I also supervise my own group of Customer Support Specialists, meeting monthly to review calls (six per specialist, per month), coaching and setting targets for improvement.
How do you go one better every day?
My way of getting better every day is to be prepared and focus on the daily tasks. I also like to keep a positive outlook on things to ensure good productivity. I love to motivate and encourage others in the company when I'm in the office. I like to see others reach their goals and will help them if possible in doing so, as I have been helped furthering my career.
Can you tell us a bit about your career story? This might be what got you to William Hill? Your biggest challenge? Your career highlight?
My career started as a writer at Siegel Slots. I wrote tickets there for a year and demonstrated the ability to retain knowledge and complete tasks in an efficient manner. After applying to be an agent in customer support, I was hired. This was my career highlight as I didn’t think there was a career outside of writing tickets.
Upon becoming a member in Customer Support, I took it upon myself to try and become one of the best agents and help others improve in the department. Through working hard and dedicating my time to the department, I became a lead. Then I was given the opportunity to train newly hired agents that have transferred to other departments in the company and obtained the title of Quality Control that ensures the calls are good quality.
My biggest challenge is going to school and working full time. I am going to school to obtain my business degree. It is an honor to be able to go to school and earn a degree, as I also continue to improve as a lead and help the company. Going to school has unlocked potential that I didn’t know I had. You become fluent in multi-tasking and also time management.
To join Ariel and his growing team, go to https://amswh.avature.net/careers/JobDetail/Customer-Support-Specialist/9529 to apply.