Customer Service Representative I

Gaming

Welcome to the world of land-based gaming. At Light & Wonder, it's all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.

Position Summary

The Customer Service Representative serves as a liaison between customers and technicians, providing exemplary support and assistance. The position is responsible for monitoring incoming phone queue and case requests for technical support ensuring games are serviced 24x7x365. Team members partner with internal and external customers to troubleshoot technical opportunities and perform cross functional duties related to technical and network operation support and work across departments to service customer needs.

Essential Job Functions

• We are currently hiring for the swing shift: 2:00pm to 10:30pm but must be willing and able to work different shifts to support a 24x7x365 environment, including evenings, weekends and holidays. Schedules are typically consistent.
• Responsible for KPI goals to monitor, analyze, recognize, and support performance
• This position is an on-premises role
• Receives and responds to customer service inquiries both written and verbal
• Follow-up on customer requests and research problems ensuring a successful resolution
• Addresses correspondence that are predominantly routine but may require deviation from standard procedures
• Verify service needs and schedule field service technicians
• Troubleshoot technical opportunities
• Communicate and partner with customers to assist with documentation requests
• Coordinate with other departments to troubleshoot and resolve escalated opportunities
• Adhere to local casino regulatory requirements as required
• Provide backup support for network operations and technical support teams as required by business needs

Qualifications

• High School Diploma
• Minimum 1 year of customer service

Preferred Qualifications

• Associates degree or higher in a related IT or Computer Science discipline
• Working knowledge of MS systems, i.e. Excel, PowerPoint, Outlook and Word

Knowledge, Skills and Abilities

• Strong oral and written communication skills
• Maintains a high level of professionalism with the ability to establish positive rapport through every customer interaction
• Detail oriented team player
• Possess exceptional customer service and verbal communication skills
• Has the ability to listen and communicate effectively with customers and team members
• Demonstrate a commitment to excellence
• Ability to work well independently and as a member of a team
• Has the ability to work in a fast paced, high volume and stressful environment
• Ability to work under general supervision

Physical Requirements

Close vision, distance vision, peripheral vision, depth perception, ability to adjust focus, ability to distinguish colors. Ability to view computer monitors for extended periods.

Work Conditions

Normal office conditions, day, swing, night, full time, part time, rotating time shifts. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.