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
- 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 the CRM tool with a suitable call reason, issue, and notes
- Demonstrate a strong dedication to providing continuously outstanding customer service
- This position will be a work-from-home (remote) position. You will be required to have a high-speed internet connection with a hard-wired connection to your router. This service is paid by the employee. A safe and quiet place to work, using company-provided equipment, is also required
Building Bright Futures!
Brightstar employees receive the following employment benefits (all benefits mentioned are subject to policy and eligibility requirements):
• Medical, dental, and vision benefits start on day one of being a Brightstar employee
• 12 paid holidays plus 2 floating holidays per year (new hires will receive floating holidays on a pro-rated basis according to their start date)
• 3 weeks of paid vacation per year, prorated first year
• 401 (k) with employer match and 100% vested day one
• Company paid parental leave, life insurance, short-term disability, and long-term disability
Qualifications
- High School diploma or equivalent
- 1 year of customer service experience within a call center or comparable industry preferred
- Ability to operate a computer and navigate through functions, basic data entry skills, proven oral and written communication skills, and strong customer service skills
- 24 hours per day x 365 days per year call center, weekends and holidays required
- 1st & 2nd Shift Available -(2nd shift offers shift differential pay)
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.
