Call Center Operator

Bally's Intralot; Duluth (MN); On-site; USD 22,000 - 30,000; Full time

Job summary

Intralot, Inc. is seeking a Call Center Operator to support lottery retailers by handling inbound and outbound calls, troubleshooting equipment, and coordinating on-site repairs.

The position requires a high school diploma and at least one year of customer service experience, preferably in a technical environment, with strong verbal and written communication and the ability to explain technical information to non-technical clients.

Qualifications

• High school diploma or equivalent required.
• At least 1 year of customer service experience, preferably in a technical call center.
• Experience with call tracking systems is a plus.

Responsibilities

• Manage inbound/outbound calls from Lottery retailers.
• Troubleshoot equipment and related issues via call center interactions.
• Dispatch technicians for on-site repairs when needed.

Skills

Technical customer service

Strong analytic skills

Troubleshooting

Teamwork

Communication

Help desk knowledge

Education

High school diploma or equivalent

Tools

Tracking software

Job description

Intralot, Inc. is engaged in the supply of integrated gaming and transaction processing systems, innovative game content and value added services to state licensed gaming organizations. Based on its extensive know how, advanced product development standards and substantial experience in operating lottery games, Intralot, Inc. offers custom-made integrated solutions, which ensure maximum efficiency and absolute security.

Games Library includes more than 400 types of games: Numerical Lotteries, TV Lottery Games, Sports Lotteries, Fixed Odds Betting, Instant Lotteries, Pari-mutuel, Video Lottery and Monitor Games.

Education, Training and Experience

• High school diploma or equivalent training and experience.
• One (1) year prior related customer service experience, preferably in a technical call center environment
• Call tracking system experience preferred

Knowledge, Skills and Abilities

• Knowledge of tracking software
• Technical customer service skills
• Strong analytic skills
• Ability to learn Intralot, Inc. software and hardware applications as applied to the Call Center Operator position
• Ability to work in a team environment
• Ability to troubleshoot
• Ability to explain technical information to a non-technical client
• Strong verbal and written communication skills
• Understanding of help desk operations, tools, methodologies and processes

Duties and Responsibilities

• Under the direct supervision of the Call Center Manager, performs the following duties and responsibilities. Other miscellaneous duties may be assigned.
• Manages (inbound/outbound) phone calls from Lottery retailers
• Effectively troubleshoot equipment and related issues or problems in response to inbound retailer calls, inquiries, or questions
• Dispatch technicians as appropriate for on-site repairs

Employment Eligibility Verification

Must possess valid documentation to establish identity and U.S. employment eligibility.

Security Requirements

Submission to, and ability to pass, a thorough pre-employment background check by the required State or District Lottery and Intralot, Inc. is a requirement of employment. A pre-employment drug screening is also a requirement.

Intralot, Inc. is an Equal Opportunity Employer

As an equal opportunity employer, Intralot recognizes that our strength lies in our people. We are committed to diversity. EEO is the Law.