Call Center Associate I
About Our Client
The organization is a global leader in the lottery industry, delivering secure technology and reliable solutions to lotteries worldwide. It addresses challenges in lottery operations, retail, and digital platforms by providing comprehensive and award-winning lottery games and services. With a workforce of approximately 6,000 employees and a broad international presence, the company partners with governments and regulators, emphasizing service quality, integrity, and responsibility.
About the Opportunity
The Call Center Associate I role supports the organization's lottery operations by providing assistance and basic troubleshooting for lottery equipment and systems. This position is critical for maintaining effective communication with lottery retailers and ensuring smooth operation of lottery services. The role contributes by resolving technical issues and delivering customer support that upholds the company's service standards.
Responsibilities
- Answer inbound calls from lottery retailers across various jurisdictions.
- Assist with equipment issues, supply requests, and game information.
- Collaborate with internal departments to resolve problems.
- Diagnose and troubleshoot terminal equipment issues.
- Manage tense situations and escalate when necessary.
- Utilize knowledge base for accurate information and troubleshooting.
- Document each customer interaction in the CRM system.
- Provide consistent and high-quality customer service.
Requirements
- High school diploma or equivalent.
- Minimum one year of customer service experience, preferably in a call center or similar environment.
- Basic computer and data entry skills.
- Strong listening and verbal communication skills.
- Clear written communication ability.
- Flexibility to work assigned shifts.
- Preferred: Experience in IT Help Desk or End User Support.
- Preferred: Familiarity with technical manuals and basic IT troubleshooting.
- Preferred: Understanding of call center metrics and systems.
Pay
- Estimated starting compensation range is $18 to $22.50 per hour, subject to variation based on background, skills, experience, and location.
- Eligibility for irregular discretionary bonuses.
Benefits
- 401(k) Savings Plan with employer contributions, fully vested from day one.
- Medical benefits starting on the first day.
- Dental and vision insurance.
- 12 paid holidays plus 2 floating holidays annually.
- Three weeks of paid vacation per year, prorated in the first year.
- Company-paid parental leave.
- Life insurance and short- and long-term disability coverage.
- Gym membership reimbursement.
- Free identity theft protection.
- Tuition reimbursement.