Call Center Associate

IGT; Chapmanville (WV); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading call center company in West Virginia is seeking a Call Center Associate to provide support for lottery equipment and systems. This Home/Remote role requires effective communication skills and customer service experience. The position offers shift differentials, medical benefits from day one, and paid vacation. The successful candidate must live near Charleston, WV and demonstrate strong problem-solving abilities.

Benefits

Shift differential (10-15%)

Medical benefits from day one

12 paid holidays

401K with employer match

Gym membership reimbursement

Qualifications

• 1+ year of customer service experience within a call center or comparable industry.
• General computer knowledge with basic data entry skills.
• Good written and verbal communication skills.

Responsibilities

• Answer inbound phone calls from lottery retailers regarding lottery equipment issues.
• Connect with internal departments to resolve customer issues.
• Accurately diagnose and troubleshoot terminal equipment issues.

Skills

Active listening

Clear communication

Customer service

Data entry skills

Education

High School diploma or equivalent

Job description

Overview

BRIGHTSTAR is seeking a Call Center Associate in our West Virginia team. This position is a Home / Remote role, but candidates must live within the area of Charleston, WV. The first week of training will be at BRIGHTSTAR’s Charleston office location. BRIGHTSTAR’s Call Center receives incoming calls from lottery retailers from across the U.S. Call Center Associates assist and provide basic troubleshooting support for BRIGHTSTAR equipment and systems. This is NOT a sales position. BRIGHTSTAR’s Home / Remote employees must have a high-speed internet connection with a hard wired connection into your router with a safe and quiet place to work. BRIGHTSTAR will provide you a desktop or laptop, monitor(s), and accessories. This BRIGHTSTAR Call Center operates 24 / 365 and offers 3 shifts (1st, 2nd, 3rd) with paid shift differentials for hours that qualify. Working a Saturday and/or Sunday is also required.

Benefits

• Shift differential (10-15%) for those who work off shift hours that qualify
• Medical benefits day one of being an BRIGHTSTAR employee
• 12 paid holidays plus 2 floating holidays per year
• 3 weeks of paid vacation per year, prorated first year
• 401K with employer match and 100% vested day one
• Company paid parental leave, life insurance, short term disability and long-term disability
• Gym membership reimbursement, free identity theft protection, and tuition reimbursement

Responsibilities

• Answer inbound phone calls from lottery retailers across multiple jurisdictions regarding lottery equipment issues, supply requests and game information
• Connect with internal departments to resolve customers issue by conferencing or transferring calls as appropriate
• Accurately diagnose and troubleshoot terminal equipment issues and take appropriate action
• Demonstrate an ability to defuse situations and escalate issues appropriately
• Utilize knowledge base to provide accurate information and troubleshooting steps
• Ensure each retailer contact is detailed in Customer Relationship Management (CRM) tool with suitable call reason, issue, and notes
• Demonstrate a strong dedication to providing continuously outstanding customer service

Qualifications

Required

• High School diploma or equivalent
• 1+ year of customer service experience within a call center or comparable industry
• General computer knowledge with basic data entry skills
• Must be an active listener and a clear communicator working with various types of customer
• Good written and verbal communication skills
• Flexible or open to various shifts if your preferred shift is not available

Preferred

• Experience from IT HelpDesk or End User Customer Service is a plus
• Knowledge of using technical manuals, basic I.T. troubleshooting, or similar is a plus
• Understanding of call center metrics and systems (schedule adherence, call management, etc) also a plus

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

All Brightstar employees have a role in information security. Annual training will be assigned and required as appropriate.