Sales Force
What is, case reasons, contact details, notes, KA, and email?
A player messages about their RAF, these two tabs are where you will toggle.
What is the Social and the Bet History tabs?
The name of the slack channel for questions that need immediate attention. I.e password resets, bet settlement disputes/questions, etc.
What is cs-customerservice-escalations?
This person is German and has a plethora of out of pocket one liners.
Who is Steven Bokor?
These are the specific terms and conditions of RAF.
What is, for the Refer A Friend promo, the invited player must deposit, and place a qualifying cash bet on the Hard Rock Bet Sportsbook to both receive a Bonus Bet UP TO $50. To be eligible, the referred friend must place a cash bet of at least $10 and must have odds -250 or longer (i.e., +100, -110). Once the qualifying bet is settled, regardless of the outcome, both the referrer and referee will receive a Bonus Bet. The Bonus Bet will be equal to the amount of the bet placed with the maximum of a $50 Bonus Bet. Bonus Bets will expire 7 days after issuance.
This is where you will find any emails or push notifications sent to players.
What is Braze events?
A player states their payments are declining but they are seeing them come out on their bank's side, the decline information can be found in this tab and section.
What is, the transactions tab under the reason section.
This slack channel is where I say GM/GN, breaks, and lunch.
What is Rock stars?
This person is the CEO of Hard Rock Digital
Who is Marlon Goldstein?
Only these tiers qualify for Birthday bonus bets, and this is how much they get. This tier that gets a birthday bonus bet does NOT also qualify for anniversary bonus bets.
What is, Bronze $5, Silver $10, Gold $20, Platinum $50, Diamond $100. Bronze.
This is the KA for the new Task tab.
What is KA 3950?
For Geo comply, I need this information from NATS to search a player.
What is Player ID?
This slack channel is where I go to get information from my specific team.
What is FL CS Specialty Team?
This is how much our weekly snack allowance is.
What is $40?
A promotion states that the first qualifying cash bet of $100 on the next Miami Heat game will result in a $25 bonus bet. A player has made 2 bets of $25, 1 bet for $20, and 1 for $30. Player did not receive the bonus bet because of this reason.
What is, because the player made multiple bets totaling $100 and not 1 bet that was $100. Player's first bet was $25 and the promo goes based off the FIRST qualifying bet.
I have a player looking to update their phone number and they are also showing some concerning unsafe gambling signs, this case will go to what team first, and then this team second via macros or manually changing the queue.
What is RG and then DD?
This tab can never be touched no matter what, not even if the player gives you permission to adjust it for them.
What is, the Limits tab?
This slack is where I will get important information from meetings that happen two times a day, three times a week.
What is Hard Rock Bet CS Huddles?
These are our current legal states.
What is, Arizona, Florida, Illinois, Iowa, Indiana, New Jersey, Ohio, Tennessee, and Virginia?
Player is contacting us that their friend has signed up via their link and has made a cash bet of $5. They are upset because the previous agent told them that their RAF promo was forfeited due to the first bet being $5. This is wrong because..
What is, player has yet to make a qualifying bet of $10 or more, the $5 doesn't count?
This the difference between a W2G form and a Win/Loss statement.
What is KA 3946?
When considering a bonus bet amount, this is the tab you will go to, and then you will look at these 2 sections to help decide your amount.
What is, average bet size and P/L amount?
This slack channel can only be read and important VPs can make messages here.
What is hrd-announcements?
This person is the SVP of Operations
Who is Danny Crook?
A player has an NHL SGP/SGPMAX 30% profit boost but is saying that after adding one leg from the Oliers vs Capitals event, one from the Rangers vs Penguins Event, and one from the Maple Leafs vs Black Hawks, the 30% profit boost is still not populating for them when they go to place the bet. The issue they are experiencing is this.
What is, they have not set up a same game parlay (SGP) or same game parlay max (SGPMax). Once player adds 2 legs or more from the same game on their parlay, it will trigger the profit boost to show when placing the bet.