VIP Host

Description

Design Works Gaming (DWG) is looking for an enthusiastic VIP Host to join our marketing department and help us achieve our goals. You will be an integral part of delivering a best-in-class customer experience and boosting revenue for the leading social game developer in Arizona.

As a VIP host, you will collaborate with our marketing and customer service teams to provide an exceptional experience for our customers. Your primary focus will be providing a high level of customer service to our VIP player base. This role will focus on both inbound and outbound communication with key players of DWG game titles and will have a significant impact on customer retention and monetization. This position has tremendous growth opportunities within the marketing department and/or other departments within DWG.

Requirements

Key Responsibilities and Accountabilities: 

· Greet customers warmly and ascertain problem(s) or reason(s) for contacting us

· Support current players by clarifying customer complaints, determining the cause of the problem, selecting and explaining the best solution for the problem, expediting correction or adjustment, following up to ensure resolution

· Evaluate existing procedures, processes and templates for customer communication and look for opportunities for enhancements

· Provide customers with accurate, valid and complete information using the right methods/tools

· Proactively engage high-value customers via email and social channels to provide VIP-level experiences

· Prepare reports for internal teams for overall customer satisfaction, recurring issues or global problems with the game

· Analyze the frequency of specific issues and escalate to appropriate parties when necessary

· Conduct competitive research and provide recommendations for optimizing DWG’s customer service

· Follow communication procedures, guidelines and policies as set by the marketing department

Must Haves

· BS/BA in Marketing, Communications or related field 

· Strong problem-solving skills 

· Experience and familiarity with social media and email marketing (Mailchimp experience is a plus)

· Customer service experience

· Experience leading a small team of customer service reps

· Ability to quickly obtain product knowledge from fellow team members, as well as members of the engineering and QA team

· Excellent written communication skills with attention to grammar and sentence structure

· Attention to detail and strong collaboration skills 

· Ability to multi-task, prioritize and manage time effectively

· Proficiency with PCs and MS Office Suite

Nice to Haves

· A passion for Gaming

· Experience working for gaming company or app developer

· Experience working in project management software, such as Jira

· Experience with content marketing 

· Experience marketing to or providing customer service to Baby Boomers

· Experience with marketing automation

· Experience using FreshDesk or similar platform

· Experience with CRMs

Located in Scottsdale, Arizona (USA), Design Works Gaming (DWG) was established in 2005 and develops a diverse set of products for the casino gaming industry.

Our staff is a mixture of industry veterans who are formally trained in the areas of fine art, 2D and 3D animation, musical composition, theoretical mathematics and software engineering. With more than 150 years of combined gaming industry knowledge, our team approaches each project with the highest level of creativity and innovation to ensure a hit title. 

Our mission is to create fun and successful games through our broad understanding of the gaming industry and more importantly, the players!