Customer Support Specialist 

Community of Practice: Lottery Solutions 

Reports To: Marilyn Larive, Senior Program Manager 

Location: Cleveland, Ohio 

WORKING ARRANGEMENT

• Hybrid to our Cleveland office, once a week. 11 am - 8 pm EST.

WHO IS MARCUS THOMAS? 

Marcus Thomas, with nearly 300 professionals in its offices in Cleveland and Cincinnati, Ohio; Buenos Aires, Argentina; and Santiago, Chile, is among America’s leading independent, full-service, integrated advertising and marketing communications agencies. With a team of brilliant experts across 16 states and seven countries, we offer a full suite of marketing communications tools, including creative development, media planning/buying, search marketing, digital and web application development, public relations, social media, CRM/marketing automation, and many more to support our clients. Our integrated approach has resulted in award-winning campaigns that harmonize all these tools into business-building plans that make a real impact. 

At Marcus Thomas, we believe in earning the trust of our clients by consistently delivering measurable results. We’re not just experts in marketing, but we also understand the importance of making people’s lives better. We call that the Value Exchange. Join us and be part of our mission to be the best independent agency to work at and with. 

THE ROLE 

Join Marcus Thomas, a trailblazing agency at the forefront of digital, social and search marketing.

We are seeking a customer support specialist to provide support to players with issues when interacting with one of our solutions. Day-to-day activities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our customers’ trust. 

• Respond to customer queries in a timely and accurate way via phone and email 

• Identify customer needs and help customers use specific features 

• Resolve customer issues through provided tools 

• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users) 

• Update our internal databases with information about technical issues and useful discussions with customers 

• Share feature requests and effective workarounds with team members 

• Inform customers about new features and functionalities 

• Follow up with customers to ensure their issues are resolved 

• Gather customer feedback and share with our product team and the Lottery 

• Escalate queries and concerns when appropriate 

STANDARD QUALIFICATIONS 

• Prior experience in a customer service role, such as a call center representative and/or a role where the majority of responsibilities rely on the ability to manage multiple concurrent issues – assessing customers’ needs and relationship management – is a plus

• Process-driven, able to effectively manage a number of tasks simultaneously in a fast-paced, deadline-sensitive environment. Must be strong in time management and organizational skills. 

• Extreme attention to detail and commitment to perfection for all work delivered to the client 

• Willingness to learn and follow direction 

• Strong verbal and written communications skills, plus a polished, professional presence are essential 

• Customer-service focus 

• Collaborative mindset 

• Patience when handling tough cases 

• A team player with a friendly, “whatever-it-takes” attitude, along with a strong work ethic. (A good sense of humor helps too.) 

DIGITAL TEAM VALUES 

• Accountable: Delivers when they say they will. Committed.

• Critical Thinker: Contributes to finding a better way

• Process-Driven: Follows and supports defined process

• Community-Minded: Inclusive, culturally aware, values differences

• Team Player: Communicative, collaborative, empathetic, patient

• Human-Centric: Prioritizes Value Exchange in decision-making

• Curious: Demonstrates eagerness to learn and explore

REASONS YOU’LL LOVE WORKING HERE 

• Average client tenure of over 12 years

• Opportunity to contribute to an award-winning agency and engage in projects that have garnered accolades

• Genuine appreciation for co-workers and opportunity to work with some of our more exciting clients 

• Flexible scheduling; hybrid environment

• A passion for diversity – a safe place to work, where all voices are encouraged and respected 

• We endeavor to foster continuous learning and offer opportunities for professional growth, ensuring your career evolves alongside our organization 

INTERVIEW PROCESS 

Our interview process is designed to help us understand your fit for the role and for you to learn about our agency culture. It usually involves these steps: 

1. Initial Screening 

1. Conversation with Recruiting Team 

1. Conversation with Hiring Manager and Team Member 

1. Final Selection 

At Marcus Thomas LLC, we believe that diversity is a strength and that great ideas come from all backgrounds. We are committed to creating opportunities for talented individuals who have been historically underrepresented in our industry. Women, people of color, LGBTQIA , immigrants, people of any religion or nationality, and people with disabilities are strongly encouraged to apply. Our hiring process is equitable, and qualified candidates will receive consideration for employment regardless of their race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. We are dedicated to fostering an inclusive culture where all team members can grow and thrive.