Call Center Specialist

Job Description

Job Description

We are looking for a Call Center Specialist to support retailer communications and deliver dependable service from our Albany, New York location. This Long-term Contract position is ideal for someone who is organized, responsive, and comfortable handling a high volume of daily interactions while maintaining accuracy. In this role, you will help retailers stay informed about ticket inventory, promotions, and product updates so they can manage their business effectively.

Responsibilities:

• Coordinate and complete the assigned daily call list in a timely and organized manner.

• Handle incoming calls from retailers professionally, addressing questions and resolving routine concerns with a customer-focused approach.

• Share timely updates on lottery promotions, jackpot activity, and newly released games to keep retailers informed.

• Build a strong understanding of the current instant ticket portfolio and use that knowledge to guide retailer conversations.

• Review order-related issues with retailers and internal partners to identify discrepancies in requests or shipments and support resolution.

• Contact retailers who have not confirmed their orders and follow up to obtain the necessary response.

• Prepare, verify, and submit required documentation with a high level of accuracy and attention to detail.

• Use computer systems and customer service tools effectively while managing multiple tasks throughout the workday.

• Participate in cross-training activities to expand knowledge and support additional team functions as needed.

• Experience in call center customer service or a similar phone-based support environment.
• Ability to manage time effectively and stay productive while working through a daily call workload.
• Strong verbal communication skills with the ability to maintain positive relationships with retailers.
• Basic computer proficiency, including comfort using office applications and customer service software such as Enterprise Series (ES).
• Ability to multitask, stay organized, and complete administrative paperwork accurately.
• Solid problem-solving skills with the ability to identify issues and support practical solutions.
• Willingness to learn new processes and participate in cross-training opportunities.