Customer Service Representative I
About The Position
Gaming: Welcome to the world of land-based gaming. At Light & Wonder, it’s all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe. Position Summary 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.
Requirements
- High School Diploma
- Minimum 1 year of customer service
- Strong oral and written communication skills
- Maintains a high level of professionalism with the ability to establish positive rapport through every customer interaction
- Detail oriented team player
- Possess exceptional customer service and verbal communication skills
- Has the ability to listen and communicate effectively with customers and team members
- Demonstrate a commitment to excellence
- Ability to work well independently and as a member of a team
- Has the ability to work in a fast paced, high volume and stressful environment
- Ability to work under general supervision
- Must be able to obtain required gaming cards and licensing upon employment. A security investigation will be conducted.
- A drug test will be required before employment
- Close vision, distance vision, peripheral vision, depth perception, ability to adjust focus, ability to distinguish colors.
- Ability to view computer monitors for extended periods.
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
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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
