Call Center Representative - Remote

Lucky Lincoln Gaming, LLC; Chicago (IL); On-site; USD 23,000 - 32,000; Part time

Job summary

Lucky Lincoln Gaming, LLC is seeking a part-time, remote Call Center Representative to support our operations and customer service team on the night shift. You will provide technical assistance over the phone for 240+ partners to troubleshoot gaming machine issues and generate service tickets when needed.

Responsibilities include handling 50-65 daily calls, creating and closing tickets, and prioritizing urgent issues while coordinating with field technicians and collectors.

Qualifications

• Ability to multitask with minimal direction.
• Strong communication and interpersonal skills to interact with customers, peers, and managers.
• Attentive to detail with a passion to learn and grow.
• Weekend and evening availability.
• Previous experience in a call center or customer-focused environment.

Responsibilities

• Place and answer 50-65 calls per day to address needs or issues with service.
• Create, follow up on, and close tickets daily.
• Focus on increasing percentage of remote fix tickets.
• Prioritize and organize calls by urgency.
• Supervise route/status of field technicians and collectors to prioritize daily schedule.
• Maintain and update call logs and documentation.
• Build relationships with location owners and team members.

Skills

Multitasking

Communication skills

Attention to detail

Evening/weekend availability

Customer service

Education

High school diploma or GED

Tools

Call center software

Job description

Our Lucky Lincoln Gaming team is hiring a part-time, remote Call Center Representative to support our operations and customer service team on the night shift. In this role, you will provide technical assistance over the phone for our 240+ partners to troubleshoot gaming machine issues. You will receive calls from customers and assist with troubleshooting. In the event that the problem cannot be solved over the phone, you will generate service tickets and appropriately elevate the matter.

Role Overview

• Placing and answering on average 50-65 phone calls a day to address needs, complaints, or other issues with service
• Create, follow up on, and close tickets as required daily
• Focus on increasing percentage of remote fix tickets relative to the total tickets
• Prioritize and organize calls according to urgency
• Supervise the route and status of field technicians and collectors to prioritize their daily schedule
• Maintain and update call logs, call records and other important documentation
• Ensure location owners feel supported and valued
• Building relationships with location owners and other call center team members based on trust and reliability
• Utilizing relevant software, databases, scripts, multi-line application-based telephone system and application tools appropriately
• Review and communicate low level alerts to the technician and collection team

Compensation

$20 - $20 USD

We Run on EOS

At Lucky Lincoln Gaming, we run on EOS (Entrepreneurial Operating System). EOS is a set of concepts and tools designed to prioritize our vision, align our teams, and streamline processes, ultimately driving growth and accountability throughout the organization.

Our Core Values

• Get it done attitude! We take ownership of our tasks and challenges, actively seeking solutions and utilizing available resources. While we strive to resolve issues independently, we are also open to seeking guidance when necessary, bringing forward options and ideas to effectively collaborate.
• 5 Star Hospitality! Our customers are paramount, and we prioritize their needs with a sense of urgency and attentiveness, with the aim of exceeding their expectations. We extend this hospitality mindset to our employees and colleagues, recognizing that their satisfaction contributes to overall success.
• Positive Culture! We engage our customers and coworkers with respect, positivity, and open communication. We always have each other's backs and foster a culture of collaboration and teamwork.
• Self-propelled! We have a strong desire to learn and grow both personally and professionally. With a pilot mentality, we are self-motivated and believe we can get anywhere we want to go.
• Communicate Forward! Effective communication is fundamental to our success. We prioritize keeping everyone informed and aligned, sharing information through appropriate channels to ensure clarity and transparency

Equal Employment Opportunity

Lucky Lincoln Gaming, Cloud9 Cannabis, Take Flight Hospitality, Midwest Real Estate, Aviator Coffee and Cocktails, and Pilot Pizza all provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. We are committed to an inclusive, equitable and accessible workplace. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

Requirements

• Ability to multitask with minimal direction
• Strong communication and interpersonal skills to interact with customers, peers, and managers
• Attentive to detail with a passion to learn and grow
• Ability to work from 11am - 9pm Saturday and Sunday
• High school diploma or GED required
• Must be at least 21 years of age
• Great customer service skills
• Excellent written and communication skills
• Previous experience in a call center or customer-focused environment
• Weekend and evening availability

Salary Description

$20 per hour