Job Description

Responsibilities

Join the Winning Team at IGT Global!

IGT is seeking a Call Center Associate for our Rhode Island team. This position is a Home / Remote role, but candidates must live within the state of Rhode Island. The first week of training will be at IGT’s West Greenwich office location. IGT’s Call Center receives incoming calls from lottery retailers from across the U.S. Call Center Associates assist and provide basic troubleshooting support for IGT equipment and systems. This is NOT a sales position. IGT’s Home / Remote employees must have a high-speed internet connection with a hard-wired connection into your router with a safe and quiet place to work. IGT will provide you a desktop or laptop, monitor(s), and accessories. This IGT Call Center operates 24 / 365 and offers 2 shifts (1st, 2nd) with paid shift differentials for hours that qualify. Working on Saturday and/or Sunday is also required.

• 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’ issue 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 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

Playing for What Matters Most - You!

IGT employees in this role receive the following (all benefits mentioned are subject to policy and eligibility requirements) :

• Hourly pay of $22.50 per hour (Rhode Island residents only)
• Shift differential (10%) for those who work 2nd shift hours that qualify
• Medical benefits day one of being an IGT employee
• 12 paid holidays plus 2 floating holidays per year
• 3 weeks of paid vacation per year, prorated first year
• 401K with employer match and 100% vested day one
• Company paid parental leave, life insurance, short-term disability, and long-term disability
• Gym membership reimbursement, free identity theft protection, and tuition reimbursement

Qualifications

Required

• High School diploma or equivalent

• 1+ year of customer service experience within a call center or comparable industry

• General computer knowledge with basic data entry skills

• Must be an active listener and a clear communicator working with various types of customer

• Good written and verbal communication skills

• Flexible or open to various shifts if your preferred shift is not available

Preferred

• Experience from IT HelpDesk or End User Customer Service is a plus

• Knowledge of using technical manuals, basic I.T. troubleshooting, or similar is a plus

• Understanding of call center metrics and systems (schedule adherence, call management, etc) also a plus

Keys to Success

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

-#LI-LF1

Job Tags

Hourly pay, Holiday work, Temporary work, Remote job, Flexible hours, Shift work, Weekend work, Sunday, Day shift, Saturday, Afternoon shift,

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