JOB TITLE: Call Center Representative
JOB LOCATION: Remote after training
WAGE RANGE*: 15/16 hour
JOB NUMBER: (phone number removed)
REQUIRED EXPERIENCE:
Clear and effective communicator over phone.
JOB DESCRIPTION
The first week of training will be in person in West Greenwich, RI. The remaining weeks of training will be remote.
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
Equal Opportunity Employer Veterans/Disabled
• While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.
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