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Customer Service Representative

1 month ago

Lansing, Michigan, United States NeoPollard Interactive Full time
Customer Service Representative Job Description

We are seeking a highly skilled Customer Service Representative to join our team at NeoPollard Interactive. As a key member of our customer support team, you will be responsible for providing top-notch quality service to our players through live instant messaging, email, and telephone. Your primary goal will be to enhance the player experience by answering questions, providing information, resolving technical issues, and providing flawless customer service and basic technical support.

Key Responsibilities:
  • Interact with customers to provide information and process inquiries about accounts, products, and services.
  • Troubleshoot technical issues related to computer/tablet/cell phone applications according to established department policies and protocols.
  • Respond to and process inbound calls, real-time chat communications, emails, and make outgoing calls.
  • Communicate special marketing offers to VIP customers.
  • Provide timely feedback to the company regarding service failures or customer concerns.
  • Maintain customer confidentiality.
  • Adopt and promote company values.
  • Remain current on all new developments and procedures regarding department and company protocols.
  • Work according to set goals and targets.
Requirements:
  • High School diploma or equivalent, some college preferred.
  • 2 or more years of inbound/support call center experience.
  • 1 or more years of working remotely and achieving set KPI's.
  • Must have reliable internet and able to pass internet speed test.
  • Must have ability to travel to lottery headquarters once each quarter.
  • Must be camera ready while working.
  • Advanced knowledge of computers and Windows Office Programs.
  • Experienced with computers, smartphones, tablets, and is able to troubleshoot internet connectivity, app, and browser issues.
  • Highly developed verbal, interpersonal, and written communication skills and able to relate to with others, maintain a friendly, professional, and courteous demeanor while assisting members and co-workers throughout the day.
  • Demonstrated accuracy with a consistent attention to detail.
  • Possess independent judgment, discretion, and initiative in absence of specific directions from management.
  • Good grammatical and typing/data entry skills with an emphasis on accuracy.
  • Thrives in a fast-paced, dynamic work environment and is able to work effectively and efficiently while maintaining a high level of member service.
  • Organized with excellent time-management skills.
  • Previous technical support experience an asset.