About the Role
Title: Call Center Associate I
Location: Jacksonville, FL, US, 32256
Workplace: Hourly OT
Department: Client Services, Field Service, and Call Center
Job Description:
IGT (NYSE:IGT) is a global leader in gaming. We deliver entertaining and responsible gaming experiences for players across all channels and regulated segments, from Lotteries and Gaming Machines to Sports Betting and Digital. Leveraging a wealth of compelling content, substantial investment in innovation, player insights, operational expertise, and leading-edge technology, our solutions deliver unrivaled gaming experiences that engage players and drive growth. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has approximately 10,500 employees. For more information, please visit www.igt.com.
Summary
IGT is seeking a Call Center Associate in Jacksonville, FL! This position is a Home / Remote role, but candidates must live within a commutable distance to our Jacksonville office. The first week of training will be at IGT’s 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 3 shifts (1st, 2nd, 3rd) with paid shift differentials for hours that qualify. Working a Saturday and/or Sunday is also required.
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 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
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