Call Center Associate I - Lottery (Home/Remote: Must reside in R.I.)

Brightstar Lottery • RI Statewide, RI

1d • $20 - $24 • Remote

About The Position

Brightstar Lottery is seeking a Call Center Associate to join their Rhode Island team. This is a remote (home-based) position, but candidates must reside within the state of Rhode Island. The first week of training will take place at Brightstar Lottery’s West Greenwich office. Associates provide assistance and basic troubleshooting support for Brightstar Lottery equipment and systems. This is not a sales position. Remote employees must have a high-speed internet connection with a hard-wired setup and a quiet, secure workspace. Brightstar Lottery will provide a desktop or laptop, monitor(s), and accessories. The Call Center operates on two shifts (1st and 2nd) with paid shift differentials for qualifying hours. Weekend availability (Saturday and/or Sunday) is required.

Requirements

• High school diploma or equivalent.
• 1+ year of customer service experience (call center or similar).
• Basic computer and data entry skills.
• Strong listening and communication skills.
• Clear written and verbal communication.
• Flexibility with shift availability.

Nice To Haves

• Experience in IT Help Desk or End User Support.
• Familiarity with technical manuals and basic IT troubleshooting.
• Understanding of call center metrics and systems.

Responsibilities

• Answer inbound calls from lottery retailers across multiple jurisdictions.
• Assist with equipment issues, supply requests, and game information.
• Collaborate with internal departments to resolve issues.
• Diagnose and troubleshoot terminal equipment problems.
• Defuse tense situations and escalate when necessary.
• Use knowledge base for accurate information and troubleshooting.
• Document each contact in the CRM system with detailed notes.
• Deliver consistently outstanding customer service.

Benefits

• 10% shift differential for qualifying 2nd shift hours
• Medical benefits starting Day 1
• 12 paid holidays + 2 floating holidays annually
• 3 weeks paid vacation per year (prorated first year)
• 401(k) with employer match, 100% vested Day 1
• Company-paid parental leave, life insurance, short- and long-term disability
• Gym membership reimbursement
• Free identity theft protection
• Tuition reimbursement
• health, dental, and vision insurance
• life, accident, and disability insurance
• wellness programs
• identity theft insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED