Customer Support Specialist

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Contract type


Job description

  • Ensure that all calls are answered within designated time scales
  • Ensure average call handling times are delivered to achieve KPIs and all calls are followed through to completion in accordance with house rules
  • Through analysis of Management Information ensure any issues that do not comply with Company procedures are highlighted to Operations team
  • Work to achieve the goals and expectations set forth by the CSM and CSS
  • Be available to accept incoming calls at all times and take ownership of all calls logged
  • Perform ad hoc duties as required
  • Maintain consistent brand standards at all levels in Customer Support in line company guidelines
  • Ensure that all customer disputes are resolved in line with levels of authority and liaise with CSM, CSS, and line managers to support with remedy of root cause 
  • Remain fully compliant with GCB rules and regulations at all times
  • Provide accurate reports to line management
  • Through structured business reviews with CSM and CSS, identify and improve poor performing areas 


  • Have a genuine interest in working with and helping customers, both internal and external
  • Have good communication skills
  • Gives quick and effective speed of service
  • Able to handle complaints and difficult situations in a calm and patient manner
  • Ensures high standards, shows initiative, proactivity and professionalism
  • Flexibility to perform different tasks and follow procedures correctly
  • Has the drive and enthusiasm for personal development
  • Must be able to sit for extended periods of time
  • Must be able to lift, carry, pull or push 25 lbs.
  • Must be able to type for extended periods of time.
  • Must be able to talk on the phone for extended periods of time
  • Must be able to write for extended periods of time
  • Must be able to twist, bend or reach with no significant boundaries
  • This position will be exposed to sounds at 69 decibels. 
Top 5 Reasons to work for William Hill

1.) THE BRAND- William Hill is a worldwide brand that has been operating out of the United States since 2012. With over 82 years as a sportsbook in the UK, William Hill is a household name and one of the top employers in the industry. William Hill has many open positions across Nevada, including Reno and Las Vegas.

2.) THE FUTURE- Currently Nevada is the only state to legalize Sports Betting. That means we are just getting started. We have a business model that has proven to be effective and a team that is eager to showcase their talents. There is no doubt that big things are coming for William Hill in Nevada and throughout the US. In 2017 William Hill will begin its first operation in the state of Iowa!

3.) THE INVESTMENT- That’s how the company views its employees. You are our investment! That is why William Hill offers tuition reimbursement to help provide the advancement of your education, making you our asset. Whether you are covered as a dependent or supporting a family, the benefits at William Hill are a push in the right direction. You will receive full medical benefits, an opportunity to invest in your future, and tons of other employee perks, just for being a part of our team.

4.) THE ENVIRONMENT- We are in the business of sports, a dream job for some people. Our company embraces the chatter and smack talking of your favorite teams. We encourage our colleagues to stay up-to-date on the latest sports news and events. Participation in internal contests can provide some cool opportunities for the sports lover in everyone.

5.) THE TEAM- Our team is making constant improvements to our products and services. What we provide the consumer is unmatched in the Las Vegas market. Sports betting is what we do and the team here is well trained in their craft. We strive to recruit the top talent in each field and we recognize the fresh and unique ideas you have to offer.