Remote
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.
Summary
The Call Center Associate I is responsible for providing support to lottery retailers across multiple jurisdictions. This remote role requires basic troubleshooting of Brightstar equipment and systems, with a strong focus on customer service. Candidates must reside within a commutable distance to the Jacksonville office for initial training and potential onsite requirements.
Responsibilities
- Answer inbound calls from lottery retailers regarding equipment issues, supply requests, and game information.
- Collaborate with internal departments to resolve customer issues via call transfer or conferencing.
- Diagnose and troubleshoot terminal equipment issues and take appropriate action.
- Defuse escalated situations and escalate issues when necessary.
- Utilize knowledge base to provide accurate information and troubleshooting steps.
- Document each retailer interaction in the CRM system with appropriate call reason, issue, and notes.
- Deliver consistently outstanding customer service.
Qualifications
- High School diploma or equivalent.
- Minimum 1 year of customer service experience in a call center or similar environment.
- Basic computer knowledge and data entry skills.
- Strong listening and communication skills.
- Flexibility to work various shifts including weekends.
Preferred:
- Experience in IT HelpDesk or End User Customer Service.
- Familiarity with technical manuals and basic IT troubleshooting.
- Understanding of call center metrics and systems.
Keys to Success
• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership
#LI-MO1
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 $29,120 - $52,458. 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.
