Note: The job is a remote job and is open to candidates in USA. Pollard Digital Solutions is a division of Pollard Banknote focused on innovating digital solutions for state lotteries. They are seeking a proactive Customer Support Representative to provide exceptional customer service and support to players through various communication channels, enhancing their 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 Monday - Wednesday, Saturday and Sunday - 3pm – 12am CT
- 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