Call Center Associate I

Location:

RI Statewide, RI, US

Requisition ID: 17961

Brightstar is an innovative, forward-thinking global leader in lottery that builds on our renowned expertise in delivering secure technology and producing reliable, comprehensive solutions for our customers. As a premier pure play global lottery company, our best-in-class lottery operations, retail and digital solutions, and award-winning lottery games enable our customers to achieve their goals, fulfill player needs and distribute meaningful benefits to communities. Brightstar has a well-established local presence and is a trusted partner to governments and regulators around the world, creating value by adhering to the highest standards of service, integrity, and responsibility. Brightstar has approximately 6,000 employees. For more information, please visit www.brightstarlottery.com.

Summary

Brightstar Lottery is seeking a Call Center Associate to join our Rhode Island team. This is a remote (home-based) position, but candidates must reside within the state of Rhode Island. The first week of training will take place at Brightstar Lottery’s West Greenwich office. Associates provide assistance and basic troubleshooting support for Brightstar Lottery equipment and systems. This is not a sales position. Remote employees must have a high-speed internet connection with a hard-wired setup and a quiet, secure workspace. Brightstar Lottery will provide a desktop or laptop, monitor(s), and accessories. The Call Center operates on two shifts (1st and 2nd) with paid shift differentials for qualifying hours. Weekend availability (Saturday and/or Sunday) is required.

Responsibilities

Answer inbound calls from lottery retailers across multiple jurisdictions.
Assist with equipment issues, supply requests, and game information.
Collaborate with internal departments to resolve issues.
Diagnose and troubleshoot terminal equipment problems.
Defuse tense situations and escalate when necessary.
Use knowledge base for accurate information and troubleshooting.
Document each contact in the CRM system with detailed notes.
Deliver consistently outstanding customer service.

Qualifications

Required:

High school diploma or equivalent.
1+ year of customer service experience (call center or similar).
Basic computer and data entry skills.
Strong listening and communication skills.
Clear written and verbal communication.
Flexibility with shift availability.
Preferred:
Experience in IT Help Desk or End User Support.
Familiarity with technical manuals and basic IT troubleshooting.

Keys to Success

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

#LI-MO1

Benefits

An employee of Brightstar Lottery receives the following (all benefits list below are subject to eligibility and policy):

Hourly pay: $22.50/hour (Rhode Island residents only).
10% shift differential for qualifying 2nd shift hours.
Medical benefits starting Day 1.
12 paid holidays + 2 floating holidays annually.
3 weeks paid vacation per year (prorated first year).
401(k) with employer match, 100% vested Day 1.
Company-paid parental leave, life insurance, short- and long-term disability.
Gym membership reimbursement.
Free identity theft protection.
Tuition reimbursement.

At Brightstar, we consider a wide range of factors in determining compensation, including background, skills, experience, and work location. These factors can cause your compensation to vary. The estimated starting compensation range is $43,680 - $46,800. The actual pay offered may end up being higher or lower. The Company will comply with all local pay requirements and collective bargaining agreements, where applicable.

Base pay is only one part of our Total Rewards program. Sales roles may be eligible for commission payments, while other roles are eligible for discretionary bonuses. In addition, we offer employees a 401(k) Savings Plan with Company contributions, health, dental, and vision insurance, life, accident, and disability insurance, tuition reimbursement, paid time off, wellness programs, and identity theft insurance. Note: programs are subject to eligibility requirements.

All Brightstar employees have a role in information security. Annual training will be assigned and required as appropriate.