Call Center Associate I

International Game Technology • West Greenwich, RI

390d • $46,800 - $46,800

About The Position

The Call Center Associate I position at IGT is a remote role based in Rhode Island, focused on providing support to lottery retailers across the U.S. This role involves troubleshooting equipment issues and ensuring excellent customer service. The position requires working in a 24/7 call center environment, with shifts that may include weekends and holidays. Training will be conducted in-person at the West Greenwich office for the first week.

Requirements

• High School diploma or equivalent
• 1 year of customer service experience within a call center or comparable industry preferred
• Ability to operate a computer and navigate through functions
• Basic data entry skills
• Solid oral and written communication skills
• Strong customer service skills
• Availability to work 24/7, including weekends and holidays

Nice To Haves

• Experience from IT HelpDesk or End User Customer Service is a plus
• Knowledge of using technical manuals, basic I.T. troubleshooting, or similar is a plus
• Understanding of call center metrics and systems (schedule adherence, call management, etc.) also a plus

Responsibilities

• Connect with internal departments to resolve customer issues by conferencing or transferring calls as appropriate
• Answer inbound phone calls from lottery retailers regarding lottery equipment issues, supply requests, and game information
• Accurately diagnose and troubleshoot terminal equipment issues and take appropriate action
• Demonstrate an ability to defuse situations and escalate issues appropriately
• Utilize knowledge base to provide accurate information and troubleshooting steps
• Ensure each retailer contact is detailed in the Customer Relationship Management (CRM) tool with suitable call reason, issue, and notes
• Demonstrate a strong dedication to providing continuously outstanding customer service

Benefits

• Medical benefits from day one
• Hourly pay of $22.50
• 12 paid holidays plus 2 floating holidays per year
• 3 weeks of paid vacation per year, prorated in the first year
• 401K with employer match and 100% vested on day one
• Company paid parental leave
• Life insurance
• Short term disability and long-term disability
• Gym membership reimbursement
• Free identity theft protection
• Tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Amusement, Gambling, and Recreation Industries
• Education Level: High school or GED
• Number of Employees: 10,001+ employees