Note: The job is a remote job and is open to candidates in USA. Pollard Banknote Limited is a leader in revolutionizing digital solutions for state lotteries, and they are seeking a proactive Customer Support Representative to join their remote Customer Support team in Michigan. The role involves providing exceptional customer service, assisting players with inquiries and technical issues, and enhancing the overall player experience with online Lottery games.
Responsibilities
- Provide exceptional customer service by demonstrating product knowledge, problem-solving, and research skills
- Respond promptly and professionally to customer inquiries via various channels, including live chat, email, social media, and phone
- Assist customers with account-related queries, games and promotion inquiries, and technical issues
- Provide explanations on lottery products, including draw-based and e-instant games, promotions, and policies
- Investigate and resolve customer complaints or issues efficiently and effectively
- Escalate complex problems to higher-level support or management when necessary
- Maintain a deep understanding of our iLottery platform, including available games, promotions, and features
- Adhere to regulatory requirements and company policies related to responsible gaming and customer verification
- Troubleshoot technical issues related to computer/tablet/cell phone applications according to established department policies and protocols
- Communicate special marketing offers to VIP customers
- Provide timely feedback to the company regarding service failures or customer concerns
- Maintain customer confidentiality
Skills
- 1-3 years of customer service experience, preferably in gaming (sports or casino) or finance
- Solid understanding of customer service principles and best practices
- Experience using customer service ticketing systems such as Zendesk, Five9, or Freshdesk
- Technical aptitude, especially for troubleshooting customer issues
- Proven ability to focus on customer needs while effectively communicating and resolving problems
- College degree or equivalent prior work experience
- Ability to work from 8-5pm (2 consecutive days off a week)
- Must be able to pass a background check
Benefits
- Competitive compensation
- Profit sharing program – every role plays a part in our success!
- Comprehensive Group Benefits
- Opportunities for professional development
- Tuition reimbursement
- Employee & Family Assistance Program
- Remote Work Environment
Company Overview