Customer Support Representative

Pollard Digital Solutions; Ypsilanti (MI); Remote; USD 35,000 - 50,000; Full time

Job summary

Pollard Digital Solutions is on the lookout for a proactive Customer Support Representative to join their remote team in Michigan. In this role, you will provide world-class support to clients via live chat, email, and phone while assisting with technical issues and enhancing the overall player experience. If you have a customer-centric mindset and a couple of years of service experience, this opportunity could be for you.

Benefits

Competitive compensation

Profit sharing program

Health & Extended Benefits

Professional development opportunities

Tuition reimbursement

Employee & Family Assistance Program

Remote Work Environment

Qualifications

• 1-3 years of customer service experience, preferably in gaming or finance.
• Solid understanding of customer service principles.
• Proven ability to focus on customer needs while resolving problems.

Responsibilities

• Provide exceptional customer service by demonstrating product knowledge and problem-solving.
• Respond promptly to customer inquiries via various channels.
• Investigate and resolve customer complaints or issues efficiently.

Skills

Communication

Problem-Solving

Attention to Detail

Team Collaboration

Technical Aptitude

Education

College degree or equivalent work experience

Tools

Zendesk

Five9

Freshdesk

Job description

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We’re seeking a proactive Customer Support Representative to join our remote Customer Support team in Michigan. Please note that only Michigan residents would be considered.

As a Customer Service Representative you will assist players with a customer-centric mindset and provide world-class support to our clients. You will interact with players through live chat, email, social media, and phone to enhance the player experience with online Lottery games by answering questions, providing information, resolving technical issues, and providing flawless customer service and basic technical support.

Who We Are

Experience the forefront of innovation with Pollard Digital Solutions a division of Pollard Banknote, where we lead the charge in revolutionizing digital solutions for state lotteries. From groundbreaking initiatives like iLottery to crafting immersive player experiences that champion noble causes globally, our team's innovative spirit is driving impactful changes in the industry. Join us in this exhilarating journey, where every contribution makes a difference in shaping the future of lottery gaming.

What We Offer

• Competitive compensation
• Profit sharing program – every role plays a part in our success!
• Health & Extended Benefits
• Opportunities for professional development
• Tuition reimbursement
• Employee & Family Assistance Program
• Remote Work Environment
  
  

What You'll Do

• Provide exceptional customer service by demonstrating product knowledge, problem-solving, and research skills.
• Respond promptly and professionally to customer inquiries via various channels, including live chat, email, social media, and phone.
• Assist customers with account-related queries, games and promotion inquiries, and technical issues.
• Provide explanations on lottery products, including draw-based and e-instant games, promotions, and policies.
• Investigate and resolve customer complaints or issues efficiently and effectively.
• Escalate complex problems to higher-level support or management when necessary.
• Maintain a deep understanding of our iLottery platform, including available games, promotions, and features.
• Adhere to regulatory requirements and company policies related to responsible gaming and customer verification.
• Troubleshoot technical issues related to computer/tablet/cell phone applications according to established department policies and protocols
• Communicate special marketing offers to VIP customers
• Provide timely feedback to the company regarding service failures or customer concerns
• Maintain customer confidentiality
  
  

Who You Are

• You have excellent communication skills and a positive, customer-centric attitude.
• You're a problem-solver with strong attention to detail and the ability to collaborate effectively within a team.
• You're adaptable and able to manage stress while staying focused and dependable.
• You bring a positive demeanor and act with integrity in all situations.
  
  

What You'll Bring

• 1-3 years of customer service experience, perferably in gaming (sports or casino) or finance
• Solid understanding of customer service principles and best practices.
• Experience using customer service ticketing systems such as Zendesk, Five9, or Freshdesk.
• Technical aptitude, especially for troubleshooting customer issues.
• Proven ability to focus on customer needs while effectively communicating and resolving problems.
• College degree or equivalent prior work experience.
• Must be able to pass a background check.
  
  

Pollard Banknote Limited is an equal opportunity employer, committed to promoting and maintaining a diverse and inclusive workforce. Reasonable accommodations are available upon request.

Employment is contingent upon a satisfactory response from a Criminal Record Search.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  IT Services and IT Consulting

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