Customer Service Representative

Location: Temple, TX (Onsite)

Education: High School Diploma

Experience:  Minimum 6 months in a Customer Service Role

No of Openings: 50+

Summary:

• Maintains direct contact with customers before and/or after the sale, via telephone, email, chat or through other social media platforms.
• Supports sales team by developing and maintaining positive customer relations (CRM) with clients/customers, which can substantially affect service and/or product revenue(s).
• Works with various departments to meet maintenance services sales goals.
• Works with customers and/or distributors to receive accurate account of equipment failures and provides reports to management.
• Focus of work may be in pre-sale or post-sales or both

Roles and Responsibilities:

• Handle all customer contacts (phone, email & live chat), following the Customer Service guidelines & procedures in a timely manner as per the defined SLAs (service level agreements).
• Proactively remaining current with internal customer service Standard Operating Procedures (SOPs)
• Investigating fraudulent player behaviour, taking appropriate actions as per the SOP such as monitoring transactions & customer records via internal and external fraud prevention systems.
• Communicating through Customer Relationship Management and incident tools.
• Provide Know Your Customer and document verification services to customers.
• Additional tasks may be required including updating & creating SOPs, investigating patron complaints, and outbound campaigns.
• Show a commitment to ensuring responsible gaming.
• Use both internal and external systems to access player personal data, including transaction history, payment details/history, responsible gaming limits, exclusion status, physical location during play, and identity verification to help resolve player queries and problems. Systems include but are not limited to OPS, THOR, GeoComply, and various payment processing back offices.

Required Skills:

• 1+ years of experience in a Customer Service position, preferably in a 24/7 Call Center environment.
• Flexibility to work Monday – Sunday any 8 hours between 8 AM-8 PM EST/ 2 PM – 2 AM EST (we will be allotting), including all holidays.  There are no exceptions to this rule.
• High School diploma (or equivalent)
• Must be organized and detail-oriented with a strong focus on providing superior Customer Service.
• Excellent written and verbal communication skills, capable of explaining technical issues in a comprehensive manner
• Strong time management skills that enable you to perform and deliver results with high work volumes.
• A flexible team player who is willing to do ad-hoc tasks, quickly shift work priorities, and take on additional tasks as needed.
• Enthusiastic and positive attitude, with a strong desire to learn all aspects of the business.
• Must be able and willing to operate in a 24/7 shift work environment.

Desired Skills:

• Previous experience in the Online Gaming industry
• Any technical certification or secondary education
• Experience in a 24/7 call center Supervisory Responsibilities

Eligibility criteria: 

• Online Assessment to be completed
• Min 6 months of experience in a call center environment
• Must be able to commute to Temple, TX