Customer Service Representative - Remote

NeoPollard Interactive; United States; Remote; USD 38,000 - 52,000; Full time

Benefits offered by this job

Health, Vision & Dental insurance

Life & AD&D Insurance

401K with company match

Paid vacation & personal time

Profit-sharing program

Parental leave

Wellness & EAP

Laptop provided

Leadership Academy

Career development opportunities

Job summary

NeoPollard Interactive is seeking a Customer Service Representative to assist players via live chat, email, and phone, resolving inquiries, and providing top-tier service.

You will troubleshoot issues across devices, communicate promotions to VIP customers, and maintain confidentiality while upholding company standards.

Qualifications

• Minimum 2+ years in inbound/support call center roles.
• Remote work experience and meeting KPIs.
• Must have reliable internet and pass speed test.
• Occasional travel to lottery HQ requested (quarterly).
• Camera-ready while working.
• Strong verbal and written communication skills.

Responsibilities

• Assist players via live chat, email, and phone.
• Resolve account inquiries and technical issues.
• Provide information on products and services.
• Offer feedback on service failures or customer concerns.
• Protect customer confidentiality and company data.

Skills

Customer service

Remote work

KPI driven

Troubleshooting

Verbal communication

Written communication

Time management

Independent judgment

Education

High School diploma or equivalent

Tools

Windows Office

Job description

Remote

We are NeoPollard Interactive. Digitally born, player-focused, and proudly powering the most profitable iLottery programs in North America through our interactive games, powerful gaming systems, and comprehensive suite of player services.

We are innovative. From inception, innovation has been the core of NPi. As one of the first iLottery platform providers in North America, we laid the groundwork - helping pioneer the introduction and successful launch of some of the first iLottery programs in the U.S. We deliver innovative solutions and cutting-edge technology to our partners with an industry-proven track record of revenue growth.

We are one-of-a-kind. The only Lottery supplier in North America exclusively focused on iLottery. We have one central focus; creating the most intuitive and fun iLottery experiences for players. Our sole focus drives our innovation and success in the iLottery space.

We are industry experts. Serving the largest share of U.S. Lotteries that currently sell online with a track record of powering iLottery success through our state-of-the-art technology, top-performing game content, and innovative and comprehensive iLottery services.

We are NPi. Join us.

WHAT YOU WILL DO

We are looking for a Customer Service Representative to assist players with top-notch quality service. In this role, you will interact with players through live instant messaging, email, and telephone to enhance player experience with online Lottery games by answering questions, providing information, resolving technical issues, and providing flawless customer service and basic technical support, including the following:

• Interact with customers to provide information and process inquiries about accounts, products, and services.
• Troubleshoot technical issues related to computer/tablet/cell phone applications according to established department policies and protocols
• Respond to and process inbound calls, real-time chat communications, emails and make outgoing calls
• Communicate special marketing offers to VIP customers
• Provide timely feedback to the company regarding service failures or customer concerns
• Maintain customer confidentiality
• Adopt and promote company values
• Remain current on all new developments and procedures regarding department and company protocols.
• Work according to set goals and targets
• Have fun!

WHAT YOU WILL BRING

• High School diploma or equivalent,
• 2 or more years of inbound/support call center experience
• 1 or more years of working remotely and achieving set KPI's
• Must have reliable internet and able to pass internet speed test
• Must have ability to travel to lottery headquarters once each quarter
• Must be camera ready while working!
• Advanced knowledge of computers and Windows Office Programs
• Experienced with computers, smartphones, tablets and is able to troubleshoot internet connectivity, app, and browser issues
• Highly developed verbal, interpersonal, and written communication skills and able to relate to with others, maintain a friendly, professional, and courteous demeanor while assisting members and co-workers throughout the day
• Demonstrated accuracy with a consistent attention to detail
• Possess independent judgment, discretion and initiative in absence of specific directions from management
• Good grammatical and typing/data entry skills with an emphasis on accuracy
• Thrives in a fast-paced, dynamic work environment and is able to work effectively and efficiently while maintaining a high level of member service
• Organized with excellent time-management skills
• Previous technical support experience an asset

WHY WORK AT NPI?

We hire the best.

We prioritize innovation.

We support and empower our team.

Join us as we continue to shape the future of the iLottery industry by delivering players' favorite games across all channels and driving outstanding returns for good causes.

Our team member benefits include…

• Comprehensive Health, Vision, and Dental Insurance
• Life Insurance & AD&D Insurance
• 401K Savings Program (With Competitive Corporate Matching for U.S. Employees)
• Paid Vacation and Personal Time
• Quarterly Profit-Sharing Program for All Employees Who Have Completed Six Months of Continuous Service
• Fully Paid Parental Leave Program
• Wellness and Employee Assistance Program (EAP) from Ulliance Life
• Company-Provided Laptop
• Career Development Opportunities including Ongoing Training and Professional Development Courses (Including the NPi Leadership Academy for Emerging Leaders)