Call Center Specialists

About the role

We are looking for two Call Center Specialists to support retailer communications and deliver responsive service from Albany, New York. These Contract positions focus on handling daily outreach and inbound inquiries while helping retailers maintain accurate instant ticket inventory and stay informed about current game offerings. The ideal candidates bring a customer-focused approach, strong organization, are very comfortable on the phones, and have the ability to manage multiple priorities in a fast-paced call center environment.

Responsibilities

• Coordinate and complete the daily call queue with accuracy, urgency, and consistent follow-through.
• Respond to incoming calls from retailers, address questions clearly, and provide timely support for order-related concerns.
• Share updates on active games, upcoming launches, jackpot activity, and promotional programs so retailers can plan effectively.
• Review and prepare required forms and documentation, ensuring all records are completed correctly and submitted on time.
• Partner with retailers and internal teams to research ordering discrepancies, shipment issues, and inventory-related questions.
• Conduct outbound follow-up with retailers who have not yet confirmed their orders and help secure timely responses.
• Use computer-based tools, including Enterprise Series and customer service systems, to enter information and track interactions.
• Balance multiple tasks throughout the day while maintaining service quality and meeting productivity expectations.
• Expand knowledge through cross-training to provide broader team support and improve issue resolution coverage.

Requirements

• Previous experience in call center customer service or a similar high-volume support environment.
• Ability to manage inbound calls professionally while delivering accurate information and strong customer care.
• Working knowledge of basic office technology, computer applications, and customer service software.
• Familiarity with Enterprise Series (ES) or the ability to learn new systems quickly.
• Strong time management skills with the ability to stay organized and meet daily workload goals.
• Effective problem-solving skills and sound judgment when addressing retailer concerns or order issues.
• Ability to multitask in a fast-paced setting without sacrificing accuracy or attention to detail.
• Willingness to learn additional functions through cross-training and support changing business needs.

Benefits

• Medical, vision, dental, and life and disability insurance available to contract/temporary professionals.
• Eligibility to enroll in the company 401(k) plan for hired contract/temporary professionals.