About the Role
Title: Call Center Associate I
Location: West Greenwich, RI, US, 02817
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.
Join The Winning Team
Join The Winning Talent Team!
IGT is seeking a Call Center Associate in 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 1st and 2nd shift. Working a Saturday and/or Sunday is also required.
IGT employees in this role receive the following (all benefits mentioned are subject to policy and eligibility requirements):
- Medical benefits day one of being an IGT employee
- Hourly pay of $22.50 per hour (Rhode Island residents only)
- 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 on 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
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
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
- 24 hours per dayx 365 day per yearcall center, weekends and holidays required
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