Customer Onboarding Representative

Responsibilities Include

• Reply to inbound warm lead inquiries over intercom in real-time in response to FAQ’s, tech support, and game support.

• Utilize communication best practices and various PrizePicks offers to help convert a new signup into a FTD

• Prioritize which inbound leads you communicate with first based on various lead scoring attributes and characteristics

• Diagnose issues that new signups are having and properly assist them with making a successful first deposit on PrizePicks

• Draft, implement, and test new intercom messaging copy and email messaging copy

• Help contribute to creating systems, processes and playbook related to Customer Onboarding function 

• Achieve depositor conversion goals on a weekly, monthly and yearly basis

• Optimize the best tactics needed to convert new signups into depositors

• A/B test new approaches and strategies for converting new signups in depositors

• Achieve as many 5-star ratings as possible during your conversations with new signups

• Abide by the SOP’s related to the Member Experience Division of PrizePicks

• Work closely with Member Experience Leadership team to ensure customer onboarding function is expanding and performing properly

• Influence new signups to make a first time deposit by communicating relevant benefits and unique differentiators of the PrizePicks game

• Act as mentor to New Hire trainers, sharing business insight and best practices

• Drives performance through accountability of KPI improvement

• Willing to receive coaching and guidance that will help improve results 

• Utilizes sales and customer service best practices to listen, understand and empathize with new signups struggling to deposit

• Willing to work extended hours, nights, and weekends to support peak traffic times for new signups of PrizePicks 

• Exhibits consistency and availability to ensure new signups of PrizePicks are able to begin playing our game as soon as possible

• Understands fully the customer journey from signup to deposit 

Qualifications & Preferred Skills

• Experience using customer service management software

• Has 1 - 2 years of past sales, customer success, or customer support experience in a previous sales organization

• Sales oriented mindset and way of thinking

• Strong, effective, and convincing communicator both orally and written

• Loves solving customer problems, challenges and pain points 

• Sales driven mentality of wanting to convert new customers on a daily basis

• Enjoys building out new programs, ideas, and initiatives

• Strong work ethic with a willingness to go above and beyond to be successful

• Brings an entrepreneurial mindset and spirit to the organization

• Enjoys working in rapid growth, high pressure environments

• Excellent communication skills both verbal and written

• Strong listener especially when it comes to customer problems

• Able to empathize with customer struggles 

• Attention to detail and problem-solving skills

• Able to work successfully in a team environment

• Time management and organizational skills

• Ability to maintain a consistent teamwork mentality

• Experience using a CRM

• Bonus points: Previous use of tools like Intercom, CopperCRM, Asana, Tableau, Passionate Sports fan, past sales experience, or past customer service experience

• Medical, Dental, Vision & Long-term Disability insurance

• A modern work schedule focused on getting the job done well, not hours clocked

• Flexible vacation policy designed to let you recharge

• A generous family leave & new child policy

• An Employee Referral Program, which rewards you for recruiting talent from your network to our organization

• A vibrant work-environment where quality and innovative work do not go unnoticed

• Significant opportunity for growth and career advancement based on performance 

• PrizePicks agrees DFS partnership with Atlanta Falcons (SBC Americas)

• PrizePicks Continues to Post Record Months to Begin 2021, Expands Leadership Team With an Eye Toward Category Growth (Yahoo Finance)

• PrizePicks Stacks Its Chips for the Future, Closes Round of Strategic Investors (AP News)

• CSL Esports joins forces with PrizePicks (Esports Insider)