Call Center Associate I

Location:

RI Statewide, RI, US

Requisition ID: 18441

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.Global Leader in Lottery Solutions | Brightstar LotteryDiscover Brightstar Lottery, the global leader in lottery innovation. Safe, secure, and engaging solutions that benefit communities and meet player needs.

Responsibilities

The Call Center Associate I is responsible for providing support to lottery retailers across multiple jurisdictions.

Answer inbound calls from lottery retailers regarding equipment issues, supply requests, and game information.
Collaborate with internal departments to resolve customer issues via call transfer or conferencing.
Diagnose and troubleshoot terminal equipment issues and take appropriate action.
Defuse escalated situations and escalate issues when necessary.
Utilize knowledge base to provide accurate information and troubleshooting steps.
Document each retailer interaction in the CRM system with appropriate call reason, issue, and notes.
Deliver consistently outstanding customer service.

Qualifications

High School diploma or equivalent.
Minimum 1 year of customer service experience in a call center or similar environment.
Basic computer knowledge and data entry skills.
Strong listening and communication skills.
Flexibility to work various shifts including weekends.

Preferred:

Experience in IT HelpDesk or End User Customer Service.
Familiarity with technical manuals and basic IT troubleshooting.
Understanding of call center metrics and systems.

Keys to Success

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

#LI-TM1

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 for this role is $14.00– $25.22/hr. The actual pay offered may be higher or lower. The Company complies with all local pay requirements and collective bargaining agreements, where applicable.

Base pay is one part of our Total Rewards program. Non-exempt roles are eligible for irregular 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.