Call Center Associate I - Lottery (Home/Remote, RI)

Lensa; United States; Remote; USD 46,000 - 48,000; Full time

Job summary

A leading company in gaming, IGT, is hiring a Call Center Associate I for a remote position based in Rhode Island. The successful candidate will handle inbound calls related to lottery equipment issues, providing troubleshooting support and ensuring exceptional customer service. This entry-level role offers a competitive hourly wage, medical benefits from day one, and ample paid time off, making it an excellent opportunity for those looking to grow within a dynamic and responsive environment.

Benefits

Hourly pay of $22.50

Shift differential for 2nd shift

Medical benefits from day one

12 paid holidays plus 2 floating holidays per year

3 weeks of paid vacation per year

401K with employer match

Company paid parental leave

Tuition 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 equipment issues.
• Accurately diagnose and troubleshoot terminal equipment issues.
• Ensure retailer contacts are detailed in Customer Relationship Management tool.

Skills

Customer Service

Active Listening

Verbal Communication

Written Communication

Problem Solving

Flexibility

Education

High School Diploma or Equivalent

Job description

Call Center Associate I - Lottery (Home/Remote, RI)

Call Center Associate I - Lottery (Home/Remote, RI)

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Call Center Associate I - Lottery (Home/Remote, RI)

Location:

RI Statewide, RI, US

Requisition ID: 17338

IGT (NYSE:IGT) is a global leader in gaming. We deliver entertaining and responsible gaming experiences for players across all channels and regulated segments, from Lotteries and Gaming Machines to Sports Betting and Digital. Leveraging a wealth of compelling content, substantial investment in innovation, player insights, operational expertise, and leading-edge technology, our solutions deliver unrivaled gaming experiences that engage players and drive growth. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has approximately 10,500 employees. For more information, please visit www.igt.com (https://c212.net/c/link/?t=0&l=en&o=3466342-1&h=1955860405&u=https%3A%2F%2Fwww.igt.com%2F&a=www.igt.com) .

Responsibilities

Join the Winning Team at IGT Global!

IGT is seeking a Call Center Associate for our Rhode Island team. This position is a Home / Remote role, but candidates must live within the state of Rhode Island. The first week of training will be at IGT’s West Greenwich office location. IGT’s Call Center receives incoming calls from lottery retailers from across the U.S. Call Center Associates assist and provide basic troubleshooting support for IGT equipment and systems. This is NOT a sales position. IGT’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. IGT will provide you a desktop or laptop, monitor(s), and accessories. This IGT Call Center operates 24 / 365 and offers 2 shifts (1st, 2nd) with paid shift differentials for hours that qualify. Working on Saturday and/or Sunday is also required.

• 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
  
  

Playing for What Matters Most - You!

IGT employees in this role receive the following (all benefits mentioned are subject to policy and eligibility requirements) :

• Hourly pay of $22.50 per hour (Rhode Island residents only)
• Shift differential (10%) for those who work 2nd shift hours that qualify
• Medical benefits day one of being an IGT 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
  
  

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
  
  

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. IGT is an equal opportunity employer. We provide equal opportunities without regard to sex, race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, gender identity or expression, marital or family status, and any other personal attributes protected by federal, provincial or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.

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

IGT (NYSE: IGT) is the global leader in gaming. For more information, please visit www.igt.com .

If you have questions about this posting, please contact [e-mail]

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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