Customer Service Rep I

Light & Wonder • Las Vegas, NV

83d

About The Position

The Customer Service Representative serves as a liaison between customers and technicians, providing exemplary support and assistance. The position is responsible for monitoring incoming phone queue and case requests for technical support ensuring games are serviced 24x7x365. Team members partner with internal and external customers to troubleshoot technical opportunities and perform cross functional duties related to technical and network operation support and work across departments to service customer needs. We are currently hiring for the swing shift: 2:00pm to 10:30pm but must be willing and able to work different shifts to support a 24x7x365 environment, including evenings, weekends and holidays. Schedules are typically consistent.

Requirements

• High School Diploma
• Minimum 1 year of customer service experience

Nice To Haves

• Associates degree or higher in a related IT or Computer Science discipline
• Working knowledge of MS systems, i.e. Excel, PowerPoint, Outlook and Word

Responsibilities

• Responsible for KPI goals to monitor, analyze, recognize, and support performance
• Receives and responds to customer service inquiries both written and verbal
• Follow-up on customer requests and research problems ensuring a successful resolution
• Addresses correspondence that are predominantly routine but may require deviation from standard procedures
• Verify service needs and schedule field service technicians
• Troubleshoot technical opportunities
• Communicate and partner with customers to assist with documentation requests
• Coordinate with other departments to troubleshoot and resolve escalated opportunities
• Adhere to local casino regulatory requirements as required
• Provide backup support for network operations and technical support teams as required by business needs

Benefits

• Equal Opportunity Employer
• Commitment to integrity and player responsibility
• Sustainable practices

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees