Call Center Operator _Sports Betting

Bally's Intralot; Duluth (MN); On-site; USD 32,000 - 42,000; Full time

Job summary

Intralot is seeking a Call Center Operator to handle chat, phone, and email inquiries related to Sports Betting products. You will deliver first-line support, escalate issues per internal procedures, and maintain a friendly, professional tone with customers.

The role demands strong verbal communication, teamwork, and the ability to learn Intralot software and systems while providing attentive customer service during nights and weekends.

Qualifications

• High school diploma or equivalent.
• 3 years customer service experience, preferably in a technical call center environment.
• Experience with call tracking software.
• Outstanding verbal communication skills and a positive attitude.
• Experience in sports betting or gaming industries.

Responsibilities

• Handle Chat Support, Inbound calls and answer emails from customers.
• Ensure high quality service for our customers, including escalation of issues as per our internal processes and procedures
• Deliver an attentive and comprehensive service to our customers based on Sports Betting product, account problems and first line support.
• Delivering a high level of customer service to players regarding their queries and inform them about promotions and other products
• Engage potential customers in dialogue that open opportunities
• Support and guide customers with all requests and escalating and following up when necessary.
• Meet company expectation for excellent customer service
• Maintain a friendly, professional tone at all times
• Function as part of the team with sincere enthusiasm
• Take relevant notes on all call for future use and enter into database

Skills

Tracking software

Technical customer service

Microsoft Word

Microsoft Excel

Teamwork

Troubleshooting

Explain technical information

Help desk operations

Education

High school diploma or equivalent

Tools

Call tracking system

Job description

Intralot 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. offers custom-made integrated solutions, which ensure maximum efficiency and absolute security.

*Must be available to work Nights and Weekends*

Education, Training and Experience

• High school diploma or equivalent training and experience.
• 3 years customer service experience, preferably in a technical call center environment
• Call tracking system experience
• Outstanding verbal communication skills and a positive attitude
• Relevant experience and/or knowledge in the Sports Betting or gaming industries.

Knowledge, Skills and Abilities

• Working knowledge of tracking software
• Technical customer service skills
• Basic computer skills, including Microsoft Word and Excel
• Ability to handle being rejected and remain calm and collected
• 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
• 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.

• Handle Chat Support, Inbound calls and answer emails from customers.
• Ensure high quality service for our customers, including escalation of issues as per our internal processes and procedures
• Deliver an attentive and comprehensive service to our customers based on Sports Betting product, account problems and first line support.
• Delivering a high level of customer service to players regarding their queries and inform them about promotions and other products
• Engage potential customers in dialogue that open opportunities
• Support and guide customers with all requests and escalating and following up when necessary.
• Meet company expectation for excellent customer service
• Maintain a friendly, professional tone at all times
• Function as part of the team with sincere enthusiasm
• Take relevant notes on all call for future use and enter into database

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. is a requirement of employment. A pre-employment drug screening is also a requirement.