IGT · 3 hours ago

Call Center Associate I

West Greenwich, RI

Full-time

Remote

Entry Level

$22.50/hr - $22.50/hr

1+ years exp

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ComputerGaming

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Responsibilities

Connect with internal departments to resolve customers issue by conferencing or transferring calls as appropriate

Answer inbound phone calls from lottery retailers across multiple jurisdictions regarding lottery equipment issues, supply requests and game information

Accurately diagnose and troubleshoot terminal equipment issues and take appropriate action

Demonstrate an ability to defuse situations and escalate issues appropriately

Utilize knowledge base to provide accurate information and troubleshooting steps

Ensure each retailer contact is detailed in Customer Relationship Management (CRM) tool with suitable call reason, issue, and notes

Demonstrate a strong dedication to providing continuously outstanding customer service

Qualification

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Customer service experienceBasic IT troubleshootingTechnical manuals knowledgeCall center metrics understandingData entry skillsCustomer service skillsSolid oral communication

Required

High School diploma or equivalent

Ability to operate a computer and navigate through functions, basic data entry skills, solid oral and written communication skills, strong customer service skills

24 hours per day x 365 days per year call center, weekends and holidays required