Call Center Associate

Brightstar is an innovative, forward-thinking global leader in lottery that builds on our renowned expertise in delivering secure technology and producing reliable, comprehensive solutions for our customers. As a premier pure play global lottery company, our best-in-class lottery operations, retail and digital solutions, and award-winning lottery games enable our customers to achieve their goals, fulfill player needs and distribute meaningful benefits to communities. Brightstar has a well-established local presence and is a trusted partner to governments and regulators around the world, creating value by adhering to the highest standards of service, integrity, and responsibility. Brightstar has approximately 6,000 employees. For more information, please visit www.brightstarlottery.com.

Summary

BRIGHTSTAR is seeking a Call Center Associate in our West Virginia team. This position is a Home / Remote role, but candidates must live within the area of Charleston, WV. The first week of training will be at BRIGHTSTAR’s Charleston office location. BRIGHTSTAR’s Call Center receives incoming calls from lottery retailers from across the U.S. Call Center Associates assist and provide basic troubleshooting support for BRIGHTSTAR equipment and systems. This is NOT a sales position. BRIGHTSTAR’s Home / Remote employees must have a high-speed internet connection with a hard wired connection into your router with a safe and quiet place to work. BRIGHTSTAR will provide you a desktop or laptop, monitor(s), and accessories. This BRIGHTSTAR Call Center operates 24 / 365 and offers 3 shifts (1st, 2nd, 3rd) with paid shift differentials for hours that qualify. Working a Saturday and/or Sunday is also required.

Building Brighter Futures

BRIGHTSTAR employees in this role receive the following (all benefits mentioned are subject to policy and eligibility requirements):

• Shift differential (10-15%) for those who work off shift hours that qualify
• Medical benefits day one of being an BRIGHTSTAR employee
• 12 paid holidays plus 2 floating holidays per year
• 3 weeks of paid vacation per year, prorated first year
• 401K with employer match and 100% vested day one
• Company paid parental leave, life insurance, short term disability and long-term disability
• Gym membership reimbursement, free identity theft protection, and tuition reimbursement

Responsibilities

• Answer inbound phone calls from lottery retailers across multiple jurisdictions regarding lottery equipment issues, supply requests and game information
• Connect with internal departments to resolve customers issue by conferencing or transferring calls as appropriate
• Accurately diagnose and troubleshoot terminal equipment issues and take appropriate action
• Demonstrate an ability to defuse situations and escalate issues appropriately
• Utilize knowledge base to provide accurate information and troubleshooting steps
• Ensure each retailer contact is detailed in Customer Relationship Management (CRM) tool with suitable call reason, issue, and notes
• Demonstrate a strong dedication to providing continuously outstanding customer service

Qualifications

Required

• High School diploma or equivalent
• 1+ year of customer service experience within a call center or comparable industry
• General computer knowledge with basic data entry skills
• Must be an active listener and a clear communicator working with various types of customer
• Good written and verbal communication skills
• Flexible or open to various shifts if your preferred shift is not available

Preferred

• Experience from IT HelpDesk or End User Customer Service is a plus
• Knowledge of using technical manuals, basic I.T. troubleshooting, or similar is a plus
• Understanding of call center metrics and systems (schedule adherence, call management, etc) also a plus

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

#LI-MO1

At Brightstar, we consider a wide range of factors in determining compensation, including background, skills, experience, and work location. These factors can cause your compensation to vary. The estimated starting salary range is $43,680 – $46,800. The actual pay offered may end up being higher or lower. The Company will comply with all local pay requirements and collective bargaining agreements, where applicable.

Base pay is only one part of our Total Rewards program. Sales roles may be eligible for commission payments, while other roles may be eligible for short-term incentive or other discretionary bonuses. More senior roles maybe eligible for long-term incentive bonuses. In addition, we offer employees a 401(k) Savings Plan with Company contributions, health, dental, and vision insurance, life, accident, and disability insurance, tuition reimbursement, paid time off, wellness programs, and identity theft insurance. Note: programs are subject to eligibility requirements.

All Brightstar employees have a role in information security. Annual training will be assigned and required as appropriate.

Read Full Description