Call Center Associate

Responsibilities

• Answer inbound phone calls from lottery retailers across multiple jurisdictions regarding lottery equipment issues, supply requests and game information
• Connect with internal departments to resolve customers' issues by conferencing or transferring calls as appropriate
• Accurately diagnose and troubleshoot terminal equipment issues and take appropriate action
• Demonstrate an ability to defuse situations and escalate issues appropriately
• Utilize knowledge base to provide accurate information and troubleshooting steps
• Ensure each retailer contact is detailed in CRM tool with suitable call reason, issue, and notes
• Demonstrate a strong dedication to providing continuously outstanding customer service

Qualifications

• High School diploma or equivalent
• One year of customer service experience within a call center or comparable industry preferred
• Ability to operate a computer and navigate through functions, basic data entry skills, proven oral and written communication skills, strong customer service skills
• 24 hours per day x 365 days per year call center, weekends and holidays required
• 1st & 2nd Shift Available -(2nd shift offers shift differential pay)

Success Profile

• Leading Complexity
• Leading People
• Leading the Business
• Leading Self

Pay

The estimated starting compensation range is $43,680 - $51,792. The actual pay offered may end up being higher or lower.

Schedule

This position will be a work from home (remote) position. You will be required to have a high speed internet connection with a hard wired connection into your router. This service is paid by the employee. A safe and quiet place to work using company provided equipment is also required.