Call Center Associate I

Brightstar Lottery•West Greenwich, RI

1d•$43,680 - $46,800•Remote

About The Position

As a Call Center Associate I, you will support Brightstar Lottery’s retailer support operations by providing customer service, troubleshooting lottery equipment issues, responding to inquiries, and documenting customer interactions. You will serve as a point of contact for lottery retailers and help provide timely resolutions and a positive customer experience. This role is remote. The position supports a 24/7 customer service operation, including weekends and holidays. Employees are expected to complete assigned information-security training as appropriate.

Requirements

High school diploma or equivalent.
Competency using computers, business applications, and data-entry systems.
Proven verbal and written communication skills and a strong customer-service orientation.
Ability to troubleshoot issues, multitask, and work effectively in a fast-paced environment.
Flexibility to support a 24/7 customer-service operation, including weekends and holidays.
Home-office readiness with reliable high-speed internet and a dedicated workspace.
Ability to read, write, and communicate effectively in English.

Nice To Haves

Background in customer service, call-center operations, or a related support environment.
Experience supporting technical products, equipment, or troubleshooting environments.
Familiarity with CRM platforms and customer-support systems.
Exposure to gaming, lottery, retail, or regulated industries.
Knowledge of remote customer-service best practices.
Track record of managing high call volumes while maintaining quality standards.
Demonstrated ability to de-escalate challenging customer situations.

Responsibilities

Respond to inbound calls from lottery retailers regarding equipment issues, supply requests, and game information.
Coordinate with internal departments to facilitate issue resolution and customer support.
Diagnose terminal and equipment-related concerns and implement appropriate troubleshooting actions.
Escalate complex situations when required to ensure timely and effective resolution.
Use internal knowledge resources to provide accurate information and guidance.
Document customer interactions, issues, resolutions, and call details within CRM systems.
Deliver professional, customer-focused service during every interaction.
Perform other duties as assigned.
Complete required information-security training as appropriate.