About this role
The Customer Engagement Specialist is responsible for proactively engaging customers who encounter friction points that may prevent account activation, ongoing engagement, or long-term loyalty. Through personalized outreach and consultative problem-solving, the Specialist removes barriers, resolves issues, and re-engages customers to maximize retention and revenue opportunities.
- 2+ years of experience in customer service, retention, sales, hospitality, account management, or customer success.
- Excellent verbal and written communication skills.
- Strong relationship-building and problem-solving capabilities.
- Experience using CRM and customer engagement platforms.
- Ability to work in a performance-driven environment with measurable goals.
- Gaming, sportsbook, casino, financial services, or telecom experience preferred.
ADDITONAL REQUIREMENTS
- Customer activation and conversion rates
- First-time deposit conversions
- Customer reactivation volume
- Revenue recovered and retained
- Outreach productivity and quality scores
- Customer satisfaction metrics
- Resolution completion rates