Customer Service Rep 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

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

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

Must be able to obtain required gaming cards and licensing upon employment. A security investigation will be conducted. A drug test will be required before employment

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.