Customer Service Representative - Remote

Customer Service Representative

We are NeoPollard Interactive. Digitally born, player-focused, and proudly powering the most profitable iLottery programs in North America through our interactive games, powerful gaming systems, and comprehensive suite of player services.

We are innovative. From inception, innovation has been the core of NPi. As one of the first iLottery platform providers in North America, we laid the groundwork helping pioneer the introduction and successful launch of some of the first iLottery programs in the U.S. We deliver innovative solutions and cutting-edge technology to our partners with an industry-proven track record of revenue growth.

We are one-of-a-kind. The only Lottery supplier in North America exclusively focused on iLottery. We have one central focus; creating the most intuitive and fun iLottery experiences for players. Our sole focus drives our innovation and success in the iLottery space.

We are industry experts. Serving the largest share of U.S. Lotteries that currently sell online with a track record of powering iLottery success through our state-of-the-art technology, top-performing game content, and innovative and comprehensive iLottery services.

We are NPi. Join us.

What You Will Do

We are looking for a Customer Service Representative to assist players with top-notch quality service. In this role, you will interact with players through live instant messaging, email, and telephone to enhance player experience with online Lottery games by answering questions, providing information, resolving technical issues, and providing flawless customer service and basic technical support, including the following:

• Interact with customers to provide information and process inquiries about accounts, products, and services.
• Troubleshoot technical issues related to computer/tablet/cell phone applications according to established department policies and protocols
• Respond to and process inbound calls, real-time chat communications, emails and make outgoing calls
• Communicate special marketing offers to VIP customers
• Provide timely feedback to the company regarding service failures or customer concerns
• Maintain customer confidentiality
• Adopt and promote company values
• Remain current on all new developments and procedures regarding department and company protocols.
• Work according to set goals and targets
• Have fun!

What You Will Bring

• High School diploma or equivalent, some college preferred
• 2 or more years of inbound/support call center experience
• 1 or more years of working remotely and achieving set KPIs
• Must have reliable internet and able to pass internet speed test
• Must have ability to travel to lottery headquarters once each quarter
• Must be camera ready while working!
• Advanced knowledge of computers and Windows Office Programs
• Experienced with computers, smartphones, tablets and is able to troubleshoot internet connectivity, app, and browser issues
• Highly developed verbal, interpersonal, and written communication skills and able to relate to with others, maintain a friendly, professional, and courteous demeanor while assisting members and co-workers throughout the day
• Demonstrated accuracy with a consistent attention to detail
• Possess independent judgment, discretion and initiative in absence of specific directions from management
• Good grammatical and typing/data entry skills with an emphasis on accuracy
• Thrives in a fast-paced, dynamic work environment and is able to work effectively and efficiently while maintaining a high level of member service
• Organized with excellent time-management skills
• Previous technical support experience an asset

Why Work At NPI?

We hire the best.

We prioritize innovation.

We support and empower our team.

Join us as we continue to shape the future of the iLottery industry by delivering players favorite games across all channels and driving outstanding returns for good causes.

Our team member benefits include

• Comprehensive Health, Vision, and Dental Insurance
• Life Insurance & AD&D Insurance
• 401K Savings Program (With Competitive Corporate Matching for U.S. Employees)
• Paid Vacation and Personal Time
• Quarterly Profit-Sharing Program for All Employees Who Have Completed Six Months of Continuous Service
• Fully Paid Parental Leave Program
• Wellness and Employee Assistance Program (EAP) from Ulliance Life
• Company-Provided Laptop
• Career Development Opportunities including Ongoing Training and Professional Development Courses (Including the NPi Leadership Academy for Emerging Leaders)

About NeoPollard Interactive

Born in the digital domain, NeoPollard Interactive LLC (NPi) is an award-winning supplier of best-in-class iLottery solutions to the North American lottery market. Serving the largest share of U.S. lotteries that currently sell online, NPi helped pioneer the successful introduction of iLottery in the U.S. and is North Americas proven partner of choice to enable regulated lotteries to design and deploy complex gaming solutions in support of generating incremental revenue for good causes through the online channel. NPi offers cutting-edge technology, a full suite of managed services, and the industrys top-performing game content as part of its innovative and comprehensive approach to partnering for iLottery success. Jointly owned by Pollard Banknote Limited (TSX: PBL) and NeoGames S.A.(Nasdaq: NGMS)both globally recognized industry leadersNPi powers the most profitable iLottery programs.

Pollard iLottery Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.