Call Center Specialist

Job Description

Job Description

We are looking for a Call Center Specialist to support retailer communication and deliver dependable service from our Albany, New York location. This Long-term Contract position is ideal for someone who enjoys a fast-paced call center environment, communicates clearly, and can balance multiple tasks throughout the day. The person in this role will help retailers stay informed about instant ticket inventory, current game offerings, promotional activity, and order-related questions while maintaining accurate records and strong service standards.

Responsibilities:

• Handle daily outreach and incoming retailer calls with professionalism, accuracy, and a strong customer service approach.

• Organize and complete assigned call lists efficiently to ensure timely follow-up and consistent account coverage.

• Share clear updates with retailers regarding available games, upcoming promotions, jackpot activity, and new product releases.

• Investigate order or shipment discrepancies by coordinating with retailers and internal teams to identify and resolve issues.

• Contact retailers who have not confirmed orders and provide the support needed to move requests forward.

• Maintain complete and accurate documentation by preparing forms and records carefully throughout each interaction.

• Use computer-based systems, including Enterprise Series and related customer service tools, to manage information and track activity.

• Balance multiple priorities during the day while adapting to changing call volumes and service needs.

• Participate in cross-training opportunities to expand knowledge and provide broader operational support when needed.

• Previous experience in a call center, inbound customer support, or a similar service-focused environment.
• Strong verbal communication skills with the ability to build positive relationships with retailers and customers.
• Solid time management and organizational abilities for handling daily call activity and follow-up tasks.
• Comfortable using basic office technology, customer service software, and computer systems such as Enterprise Series.
• Ability to multitask effectively while maintaining attention to detail and accurate documentation.
• Good problem-solving skills with the ability to address questions, research issues, and support resolution efforts.
• Working knowledge of customer service best practices and a detail-focused approach to inbound call handling.