Part-Time Call Center Representative - Remote

Overview

Our Lucky Lincoln Gaming team is hiring a part-time, remote Call Center Representative to support our operations and customer service team on the night shift. In this role, you will provide technical assistance over the phone for our 240+ partners to troubleshoot gaming machine issues. You will receive calls from customers and assist with troubleshooting. In the event that the problem cannot be solved over the phone, you will generate service tickets and appropriately escalate the matter.

In Short

• Placing and answering on average 50-65 phone calls a day to address needs, complaints, or other issues with service
• Create, follow up on, and close tickets as required daily
• Focus on increasing percentage of remote fix tickets relative to the total tickets
• Prioritize and organize calls according to urgency
• Supervise the route and status of field technicians and collectors to prioritize their daily schedule
• Maintain and update call logs, call records and other important documentation
• Ensure location owners feel supported and valued
• Building relationships with location owners and other call center team members based on trust and reliability
• Utilizing relevant software, databases, scripts, multi-line application-based telephone system and application tools appropriately
• Review and communicate low level alerts to the technician and collection team

Requirements

• Ability to multitask with minimal direction
• Strong communication and interpersonal skills to interact with customers, peers, and managers
• Attentive to detail with a passion to learn and grow
• High school diploma or GED required
• Must be at least 21 years of age
• Great customer service skills
• Excellent written and communication skills
• Previous experience in a call center or customer-focused environment
• Weekend and evening availability

Benefits

• Compensation: $20 - $20 USD/hour