Customer Service Specialist

Global Draw; Las Vegas (NV); On-site; USD 50,000 - 80,000; Full time

Job summary

Light & Wonder in Las Vegas is seeking a Customer Service Specialist within Global Shared Services - Accounts Receivable. The role serves as the first point of contact for customer inquiries, ensuring invoices are accurate and issued on time while maintaining data integrity across regions.

You will handle invoices, credits, pricing questions, and contract terms, translating them into the ERP and maintaining customer master data.

Qualifications

• Education: High school diploma required; bachelor’s degree or accounting coursework preferred, or equivalent experience.
• Experience: 2+ years in billing, accounts receivable, customer service, finance, or accounting; experience with customer master data or ERP data entry preferred.
• Gaming industry and Oracle EBS experience a plus.

Responsibilities

• Serve as the primary contact for customer and internal inquiries via phone, email, and the ticketing system; prioritize and resolve within established SLAs.
• Research and resolve questions on invoices, credits, pricing, payments, and account status; provide invoice copies and supporting documentation on request.
• Calculate, prepare, and issue customer invoices and credits accurately and on schedule, including manual invoices with correct revenue coding under general accounting principles.
• Verify the accuracy of billing data and contract terms prior to processing; review agreements and translate terms into the ERP so billing is correct.
• Process customer data change requests in the ERP (bill-to/ship-to, addresses, tax, payment terms, contacts), validating accuracy and completeness.
• Perform regular customer master data integrity and quality audits; identify and correct duplicates, missing fields, and inconsistencies.
• Record, store, and analyze customer, billing, and account information; transfer information from hardcopy or email to the correct system accurately.
• Communicate with Sales, Collections, Field Service, Contract Management, Legal, IT, and other teams on account status, potential delinquencies, and dispute resolution.
• Perform account reconciliations and analysis to identify solutions; advise other departments on process improvements that prevent recurring disputes.
• Investigate issues to identify root causes, document them, and escape for corrective action.
• Provide audit documentation to support internal and external audit activities.
• Support departmental metrics and continuous process improvement, including the rollout of new customer service tools.
• Perform additional duties and activities assigned by management.
• Adhere to all department policies, procedures, and performance expectations.

Skills

Customer service

Billing

Accounts receivable

ERP data entry

Data integrity

Education

High school diploma

Bachelor's degree or accounting coursework preferred

Equivalent experience

Tools

Oracle E-Business Suite (EBS)

Job description

Corporate: Light & Wonder's corporate team is comprised of incredible talent that works across the enterprise, defying boundaries to provide essential services in an extraordinary manner to ensure the success of the organization and the well-being of employees.

Position Summary

The Customer Service Specialist is a key member of Global Shared Services - Accounts Receivable, serving as the first point of contact for customer inquiries while combining three core capabilities: customer service (CSR), billing, and customer master data management. The role ensures customers are set up correctly, invoiced accurately and on time, and receive timely, professional resolution to billing questions and disputes. The Customer Service Specialist works across regions and functions to resolve issues at the root, protect data integrity, and support Light & Wonder's mission of operating accurately, efficiently, and politely in the background so the business can maximize profitability.

Job Description

Serve as the primary point of contact for customer and internal inquiries received by phone, email, and the ticketing system; prioritize and resolve within established SLAs.

Research and resolve customer questions on invoices, credits, pricing, payments, and account status; provide invoice copies and supporting documentation on request.

Calculate, prepare, and issue customer invoices and credits accurately and on schedule, including manual invoices with correct revenue coding under general accounting principles.

Verify the accuracy of billing data and contract terms prior to processing; review agreements and translate terms into the ERP so billing is correct.

Process customer data change requests in the ERP (bill-to/ship-to, addresses, tax, payment terms, contacts), validating accuracy and completeness.

Perform regular customer master data integrity and quality audits; identify and correct duplicates, missing fields, and inconsistencies.

• Record, store, and analyze customer, billing, and account information; transfer information from hardcopy or email to the correct system accurately.
• Communicate with Sales, Collections, Field Service, Contract Management, Legal, IT, and other teams on account status, potential delinquencies, and dispute resolution.
• Perform account reconciliations and analysis to identify solutions; advise other departments on process improvements that prevent recurring disputes.
• Investigate issues to identify root causes, document them, and escape for corrective action.
• Provide audit documentation to support internal and external audit activities.

Support departmental metrics and continuous process improvement, including the rollout of new customer service tools.

Perform additional duties and activities assigned by management.

Adhere to all department policies, procedures, and performance expectations.

Key Responsibility: ARWR Ticket Triage & Resolution

The Customer Service Specialist owns the full lifecycle of customer disputes and requests in the ticketing system (ARWR), from initial triage through final resolution, ensuring accuracy, compliance with internal controls, and audit-ready documentation.

Essential Activities Include:

• Triage and prioritization: Review incoming tickets, prioritize by severity and SLA, and route or resolve appropriately.
• Cross-functional collaboration: Work with Sales, Field Service, Collections, Contract Management, Legal, and IT to gather information and validate the nature of the issue.
• Internal controls & approvals: Confirm that required approvals are obtained from appropriately authorized parties and documented in the ticket.
• Evidence gathering and validation: Collect and analyze supporting evidence such as contracts, RMAs, pricing approvals, service documentation, and communication trails.
• Dispute value calculation: Determine financial impact by reviewing billing history, recalculating charges, and identifying over- or under-billing; document logic and data sources.
• Root cause analysis & ownership: Identify the underlying cause (contract or customer data setup, billing error, system issue, missing documentation) and assign it to the responsible team to reduce repeat errors.
• Customer data correction: Update customer master data (change requests) when it is the root cause, and verify the fix flows through to billing.
• Resolution & documentation: Apply approved corrections, issue credit memos or adjustments as appropriate, communicate the outcome to the customer, and close the ticket with complete evidence, approvals, calculations, and root-cause findings.

Qualifications

Education: High school diploma required; bachelor's degree or additional finance or accounting coursework preferred, or equivalent experience.

Experience: Minimum of 2 years of experience in billing, accounts receivable, customer service, finance, or accounting; experience with customer master data or ERP data entry preferred. Gaming industry and Oracle EBS experience a plus.

Knowledge, Skills, & Abilit