Customer Service Representative

November 3

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NeoPollard Interactive

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Internet Gaming • Lotteries • Technology • Game Development • Engagement Marketing Services

51 - 200

Description

• Assist players with top-notch quality service. • Interact with players through live instant messaging, email, and telephone. • Enhance player experience with online Lottery games by answering questions, providing information, resolving technical issues, and providing flawless customer service and basic technical support. • Interact with customers to provide information and process inquiries about accounts, products, and services. • Troubleshoot technical issues related to computer/tablet/cell phone applications according to established department policies and protocols. • Respond to and process inbound calls, real-time chat communications, emails and make outgoing calls. • Communicate special marketing offers to VIP customers. • Provide timely feedback to the company regarding service failures or customer concerns. • Maintain customer confidentiality. • Adopt and promote company values. • Remain current on all new developments and procedures regarding department and company protocols. • Work according to set goals and targets. • Have fun!

Requirements

• High School diploma or equivalent, some college preferred • 2 or more years of inbound/support call center experience • 1 or more years of working remotely and achieving set KPI’s • Must have reliable internet and able to pass internet speed test • Must have ability to travel to lottery headquarters once each quarter • Must be camera ready while working! • Advanced knowledge of computers and Windows Office Programs • Experienced with computers, smartphones, tablets and is able to troubleshoot internet connectivity, app, and browser issues • Highly developed verbal, interpersonal, and written communication skills and able to relate to with others, maintain a friendly, professional, and courteous demeanor while assisting members and co-workers throughout the day • Demonstrated accuracy with a consistent attention to detail • Possess independent judgment, discretion and initiative in absence of specific directions from management • Good grammatical and typing/data entry skills with an emphasis on accuracy • Thrives in a fast-paced, dynamic work environment and is able to work effectively and efficiently while maintaining a high level of member service • Organized with excellent time-management skills • Previous technical support experience an asset

Benefits

• Comprehensive Health, Vision, and Dental Insurance • Life Insurance & AD&D Insurance • 401K Savings Program (With Competitive Corporate Matching for U.S. Employees) • Paid Vacation and Personal Time • Quarterly Profit-Sharing Program for All Employees Who Have Completed Six Months of Continuous Service • Fully Paid Parental Leave Program • Wellness and Employee Assistance Program (EAP) from Ulliance • Company-Provided Laptop • Career Development Opportunities including Ongoing Training and Professional Development Courses (Including the NPi Leadership Academy for Emerging Leaders)