Call Center Associate I

Location: West Greenwich, RI, US, 02817 Requisition ID: 19740 Brightstar is an innovative, forward-thinking global leader in lottery that builds on our renowned expertise in delivering secure technology and producing reliable, comprehensive solutions for our customers. As a premier pure play global lottery company, our best-in-class lottery operations, retail and digital solutions, and award-winning lottery games enable our customers to achieve their goals, fulfill player needs and distribute meaningful benefits to communities. Brightstar has a well-established local presence and is a trusted partner to governments and regulators around the world, creating value by adhering to the highest standards of service, integrity, and responsibility. Brightstar has approximately 6,000 employees. For more information, please visit www.brightstarlottery.com.Global Leader in Lottery Solutions | Brightstar LotteryDiscover Brightstar Lottery, the global leader in lottery innovation. Safe, secure, and engaging solutions that benefit communities and meet player needs. Overview As a Call Center Associate I, you will support Brightstar Lottery's retailer support operations by providing exceptional customer service, troubleshooting lottery equipment issues, responding to inquiries, and ensuring accurate documentation of customer interactions. You will serve as a key point of contact for lottery retailers while helping deliver timely resolutions and a positive customer experience. This role will be work remotely. What You'll Do Respond to inbound calls from lottery retailers regarding equipment issues, supply requests, and game informationCoordinate with internal departments to facilitate issue resolution and customer supportDiagnose terminal and equipment-related concerns and implement appropriate troubleshooting actionsEscalate complex situations when required to ensure timely and effective resolutionUtilize internal knowledge resources to provide accurate information and guidanceDocument customer interactions, issues, resolutions, and call details within CRM systemsDeliver professional and customer-focused service during every interactionPerform other duties as assigned What You'll Bring High school diploma or equivalentBackground in customer service, call center operations, or a related support environment preferredCompetency using computers, business applications, and data entry systemsProven verbal and written communication skills with a strong customer service orientationCapacity to troubleshoot issues, multitask, and work effectively in a fast-paced environmentFlexibility to support a 24/7 customer service operation, including weekends and holidaysHome-office readiness with reliable high-speed internet and a dedicated workspaceAbility to read, write, and communicate effectively in English is required What Will Make You Stand Out Experience supporting technical products, equipment, or troubleshooting environmentsFamiliarity with CRM platforms and customer support systemsExposure to gaming, lottery, retail, or regulated industriesKnowledge of remote customer service best practicesTrack record of successfully managing high call volumes while maintaining quality standardsDemonstrated ability to de-escalate challenging customer situations Success Profile Leading Complexity Leading People Leading the Business Leading Self At Brightstar, we consider a wide range of factors in determining compensation, including background, skills, experience, and work location. These factors can cause your compensation to vary. The estimated starting compensation range for this role is $43,680 – $46,800. The actual pay offered may be higher or lower. The Company complies with all local pay requirements and collective bargaining agreements, where applicable. Base pay is one part of our Total Rewards program. Non-exempt roles are eligible for irregular discretionary bonuses. In addition, we offer employees a 401(k) Savings Plan with Company contributions, health, dental, and vision insurance, life, accident, and disability insurance, tuition reimbursement, paid time off, wellness programs, identity theft insurance, and participation in our Employee Referral Bonus Program, which rewards eligible employees for helping bring great talent to Brightstar. For details on referral bonus eligibility and program guidelines, visit our Employee Referral Bonus Program Policy. Note: programs are subject to eligibility requirements. Immigration sponsorship is not available for this role. All Brightstar employees have a role in information security. Annual training will be assigned and required as appropriate. Nearest Major Market: Providence Nearest Secondary Market: Rhode Island