Note: The job is a remote job and is open to candidates in USA. Pollard Digital Solutions, a division of Pollard Banknote, provides innovative digital solutions and player experiences for state lotteries. The company is seeking a Customer Support Representative to assist online lottery players through chat, email, social media, and phone by answering questions, resolving technical issues, and delivering customer service. The role also involves supporting lottery products and promotions, escalating complex issues, and maintaining compliance with responsible gaming and customer verification requirements.
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
- 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
- 1-3 years of customer service experience, perferably in gaming (sports or casino) or finance
Benefits
- 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