Call Center Associate I

IGT (NYSE:IGT) is a global leader in gaming. We deliver entertaining and responsible gaming experiences for players across all channels and regulated segments, from Lotteries and Gaming Machines to Sports Betting and Digital. Leveraging a wealth of compelling content, substantial investment in innovation, player insights, operational expertise, and leading-edge technology, our solutions deliver unrivaled gaming experiences that engage players and drive growth. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has approximately 10,500 employees. For more information, please visit www.igt.com.

Summary

IGT is seeking a Call Center Associate in our Jacksonville, FL team. This position is a Home / Remote role, but candidates must live within a commutable distance to our Jacksonville office. The first week of training will be at IGT’s office location. IGT’s Call Center receives incoming calls from lottery retailers from across the U.S. Call Center Associates assist and provide basic troubleshooting support for IGT equipment and systems. This is NOT a sales position. IGT’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. IGT will provide you a desktop or laptop, monitor(s), and accessories. This IGT 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. 

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

IGT 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 IGT 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

Keys to Success

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

#LI-MS2

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. IGT is an equal opportunity employer. We provide equal opportunities without regard to sex, race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, gender identity or expression, and any other personal attributes protected by federal, state, or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.

At IGT, 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 compensation range is $14.00 – $25.22. 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 are eligible for discretionary 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.

IGT (NYSE: IGT) is the global leader in gaming. For more information, please visit www.igt.com.

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