Call Center Representative

Job Description

Job Description

Benefits :

• 401(k) matching
• Bonus based on performance
• Dental insurance
• Health insurance
• Paid time off

Job Title : Call Center Representative

Location : Illinois

Employment Type : Full-time, Remote

Requirements :

Job Summary

We are seeking a friendly and professional Call Center Representative to join our team. In this role, you will take inbound and outbound calls, communicate with customers to identify their needs and provide helpful solutions that ensure they have a great customer service experience with our company. The ideal candidate is friendly, computer savvy, and able to remain calm under pressure.

Job Responsibilities

As a Service Call Center Representative at Elite Gaming LLC , you will be responsible for ensuring efficient, timely, and professional support for our gaming operations. Your primary responsibilities include :

Receive and respond to all incoming service calls through RingCentral. Maintain a professional, polite, and service-oriented demeanor at all times.

Monitor, assign, and track service tickets. Dispatch technicians according to urgency and availability while providing accurate ETAs to the caller and ensuring prompt resolution.

Utilize tools such as Bomgar and Kasa to remotely access terminals and troubleshoot issues, minimizing the need for technician dispatch where possible.

Access and review camera feeds to assess the current status of VGTs (Video Gaming Terminals) and determine appropriate next steps for resolution.

Regularly review RMS to identify any low levels or operational concerns. Notify Route Manager Mariusz of any low-level alerts. For escalated service issues, inform Service Manager Paris , who will assist in handling and resolving critical calls.

Maintain open lines of communication with callers regarding status updates, resolutions, and follow-ups. Ensure that all interactions are conducted with a high level of professionalism and courtesy.

Desired Skills and Qualifications

Company-Provided Supplies

To ensure you are fully equipped for success in your role, Elite Gaming LLC will provide the following :

Qualifications

Pay range varies based on experience and qualifications.

This is a remote position.