Brightstar is an innovative, forward-thinking global leader in lottery that builds on our renowned expertise in delivering secure technology and producing reliable, comprehensive solutions for our customers. As a premier pure play global lottery company, our best-in-class lottery operations, retail and digital solutions, and award-winning lottery games enable our customers to achieve their goals, fulfill player needs and distribute meaningful benefits to communities. Brightstar has a well-established local presence and is a trusted partner to governments and regulators around the world, creating value by adhering to the highest standards of service, integrity, and responsibility. Brightstar has approximately 6,000 employees. For more information, please visit www.brightstarlottery.com.
Responsibilities
Brightstar is seeking a Call Center Associate in our Rhode Island team. This position is a home-based or remote role, but candidates must reside within the state of Rhode Island. The first week of training will be at Brightstar’s West Greenwich office location. Brightstar’s Call Center receives incoming calls from lottery retailers from across the U.S. Call Center Associates assist and provide basic troubleshooting support for Brightstar equipment and systems. This is NOT a sales position. Brightstar’s Home / Remote employees must have a high-speed internet connection with a hard-wired connection to your router in a safe and quiet place to work. Brightstar will provide you with a desktop or laptop, monitor(s), and accessories. This Brightstar Call Center operates 24/7 and offers two shifts (1st, 2nd) with paid shift differentials for hours that qualify. Working on Saturday and/or Sunday is also required.
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’ issues 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 the knowledge base to provide accurate information and troubleshooting steps
Ensure each retailer contact is detailed in Customer Relationship Management (CRM) tool with a suitable call reason, issue, and notes
Demonstrate a strong dedication to providing continuously outstanding customer service
Building Bright Future's
Brightstar employees in this role receive the following (all benefits mentioned are subject to policy and eligibility requirements):
Hourly pay of $22.50 per hour (Rhode Island residents only)
Shift differential (10%) for those who work 2nd 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
The company paid parental leave, life insurance, short-term disability, and long-term disability
Gym membership reimbursement, free identity theft protection, and tuition reimbursement
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 customers
• 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
Keys to Success
• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership
At Brightstar, 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 $43,680 - $46,800. 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.
All Brightstar employees have a role in information security. Annual training will be assigned and required as appropriate.
