Call Center Representative

Job Description

Position Summary

Provides first-line support to iLottery players through phone, email, and chat. Assists with account issues, technical troubleshooting, promotions, and responsible gaming while meeting strict service level agreements. This role requires strong customer service skills, technical aptitude, and the ability to work efficiently in a high-volume contact center environment.

Primary Responsibilities

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• Handle high-volume inbound customer calls with consistent professionalism and efficiency
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• Respond to customer inquiries via phone, email, and live chat within established service levels
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• Assist customers with account registration, password resets, deposits, withdrawals, and identity verification
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• Address responsible gaming inquiries and escalate concerns appropriately
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• Troubleshoot website and mobile application issues; escalate technical problems when necessary
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• Communicate promotional information, contests, and player rewards accurately
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• Document all customer interactions and resolutions accurately in the CRM system
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• Meet or exceed contact center performance metrics including Average Handle Time, First Call Resolution, Customer Satisfaction, and schedule adherence
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• Maintain confidentiality and comply with all regulatory requirements and company policies
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Required Qualifications

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• High School Diploma or GED
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• Minimum 6 months of customer service or call center experience (direct iLottery or gaming experience preferred)
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• Strong verbal and written communication skills
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• Demonstrated technical aptitude with computer systems, CRM platforms, and web applications
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• Ability to multitask and prioritize in a fast-paced environment with competing demands
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• Strong problem-solving skills with ability to troubleshoot basic technical issues
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• Excellent attention to detail and accuracy in documentation
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• Ability to handle difficult customer situations with professionalism and de-escalation skills
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Preferred Qualifications

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• 1+ years of inbound call center experience
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• Experience with contact center systems (Salesforce, Zendesk, Five9, Genesys, NICE)
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• Knowledge of gaming or regulated industry environments
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• Familiarity with responsible gaming principles
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• Experience with payment processing or financial systems
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Work Environment & Expectations

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• Schedule flexibility required, including evenings and weekends
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• Work in a structured call center environment with headset and computer workstation
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• Subject to performance monitoring, quality assurance evaluations, and call recordings
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• Must comply with all gaming regulatory requirements and background check procedures
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