Customer Service Representative

Location:

St Thomas, VI, 802

Requisition ID: 19250

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.

Job Summary:

Reporting to the Business Operations Supervisor, the Customer Service Representative I supports the day-to-day operations of the Customer Service Department, contributing to the success of retail store operations, prize payment centres, customer issue resolution, and game draw coordination. This role is a key ambassador for the organisation, delivering a welcoming, professional, and customer-first experience while modelling company values and supporting business goals. The position offers the opportunity to work in a dynamic, community-facing environment where collaboration, integrity, and service excellence are central to how work gets done.

Responsibilities:

Support the execution of customer service operations, ensuring consistent delivery of departmental goals and KPIs within agreed timelines and quality standards.
Carry out all duties in compliance with applicable regulations, internal policies, and procedures, escalating potential risks or issues appropriately.
Deliver in-store and event-based sales of games and services, contributing to positive customer experiences and sales targets.
Coordinate and support winner experiences, including prize validation and processing, winner communications, presentations, and preparation of awareness materials.
Assist with the planning and execution of game launches, promotions, events, activations, and seasonal initiatives, both in-store and at external locations.
Investigate and resolve customer queries and complaints related to sales, prizes, payments, settlements, and related topics, using a solutions-focused approach.
Support retail agent prospecting, onboarding, training, and ongoing relationship management, including escalated issue resolution and retention activities.
Manage inbound calls, route enquiries appropriately, record messages, and follow up to ensure timely resolution.
Maintain a high standard of presentation and service in the retail store and prize payment centre, reflecting best practices and professionalism.
Coordinate assigned aspects of the game draw process in collaboration with internal and external partners.
Track, record, and report departmental activities accurately, including sales, cash handling, inventory, promotions, and customer feedback.
Complete administrative tasks and maintain up-to-date records, databases, and filing systems in line with policy requirements.
Actively support company initiatives, events, and community or volunteer activities, contributing to an inclusive and positive workplace culture

Requirements and Qualifications:

Diploma or equivalent experience required; associate degree preferred.
At least two years of experience in customer service and administrative roles; experience in sales or retail environments is an advantage.
Strong customer service mindset with the ability to communicate clearly and professionally in English, both verbally and in writing.
Confident computer literacy, including practical experience with Microsoft Office tools such as Outlook, Word, Excel, and PowerPoint.
High level of integrity, discretion, and respect for confidentiality.
Well-organised, detail-oriented, and able to manage time effectively in a fast-paced environment.
Proactive, self-motivated, and solutions-focused, with the ability to remain positive under pressure.
Flexible availability to work extended hours, including evenings, weekends, and public holidays as required.

Success Profile

• Leading Complexity
• Leading People
• Leading the Business
• Leading Self

#LI-RQ

Brightstar is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, and to creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. Brightstar is an equal opportunity employer. We provide equal opportunities without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, citizenship, covered veteran status, ancestry, age, physical or mental disability, medical condition, genetic information, or any other legally protected status in accordance with applicable local, state, federal laws or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.

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

For more information, please visit www.brightstarlottery.com.

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