Call Center Representative - Remote

Lucky Lincoln Gaming LLC•Chicago, IL

8d•Remote

About The Position

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.

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
Ability to work from 11am - 9pm Saturday and Sunday
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

Responsibilities

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