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 the knowledge base to provide accurate information and troubleshooting steps.
• Ensure each retailer contact is detailed in the CRM tool with suitable call reasons, issues, and notes.
• Demonstrate a solid dedication to providing continuously outstanding customer service.

Qualifications

• High School diploma or equivalent
• 1 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, solid oral and written communication skills, strong customer service skills
• Call Center operates 24 / 7, 365 days with one weekend day required and some holidays.
• Shifts Available - 1st and 2nd

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

LI-MP2