Account Management Specialist

**Account Management Specialist** VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play online social games. Our Account Management team in Toronto are currently looking for an Account Specialist to join the team. As an Account Specialist, you'll be responsible for managing a portfolio of high potential player accounts and high-activity players who would not currently benefit from a fully Account-managed experience, providing them with outstanding customer support that exceeds their expectations. **Please note**: This role operates on a **Sunday-Thursday** or **Tuesday-Saturday** schedule to provide timely and reliable service to our players. **Key responsibilities will include**: - Go above and beyond to solve customers' queries as satisfactorily as possible. - Confidently handles complex customer queries and diffuses heated situations. - Utilize reporting dashboards to action a set of proactive tasks to enhance key moments in our customer's journey. - Identify & act on opportunities to sustainably retain customers, or pass high quality players to Account Managers, positively impacting VGW's revenue. - Compliant with all team and business mandates with mínimal supervision. - Maintain close contact and relationship with internal stakeholders and team to stay current on any company and departmental changes and releases. - Working a 5-day roster (Sunday-Thursday or Tuesday-Saturday) to build relationships and trust with players through friendly, prompt and helpful service. **What you will bring to the role**: - Customer service experience of 3+ years or experience supporting an Account Manager at a coordinator level. - Experience interacting with customers online, ideally via Salesforce or Zendesk. - Demonstrated understanding of building relationships with customers. - Strategic with time management, able to distinguish between what is important and what is urgent. - Flexibility to work weekends and holidays. **About VGW** VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play online social games. With high-quality, acclaimed brands including Chumba Casino, Global Poker and LuckyLand Slots, we entertain and delight over one million players in North America. As pioneers in sweepstakes promotions for online social games, we also offer our players the opportunity to redeem incredible prizes. At VGW, one of our core values is "our players come first". This means always striving to deliver a safe, responsible and positive player experience. **Why VGW?** At VGW, we're more than just a team. We're a diverse and inclusive group of individuals, each playing a vital role in our success. Our core values are clear and strong; we win together, do what's right, put our players first and are powered by passion. We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that's why we're all about flexibility so you can strike a healthy balance between your personal life and career. We're also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits. But it's not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more. It's our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we'll achieve remarkable things. - VGW Canada Inc. is an equal opportunity employer and will provide reasonable accommodation for qualified individuals with disabilities throughout the recruitment and selection process. Please advise our Talent Acquisition Specialist in advance should accommodation be required. _We encourage all qualified applicants to apply, however only those selected for further consideration will be contacted._ - #LI-OV1 Privacy Policy