Gaming:

Welcome to the world of land-based gaming. At Light & Wonder, it’s all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.

Position Summary

PRIMARY FUNCTIONS:

The CSR’s primary responsibility is problem diagnosis and over the phone assistance for minor problems. The CSR will document call procedures and report statistical information on Field Services to management. The CSR will provide a high level of professionalism and customer service when interacting with Dispatchers, Field Technicians, and outside customers. The CSR will provide support to the Field Technicians by enabling venues and terminals from the central system side

PERFORMANCE REQUIREMENTS:

Customer Satisfaction Promptly respond to customer/management requests and feedback. Resolve customer issues that require additional support or are above the scope of own abilities. Provide necessary information and updates on an ongoing basis to management regarding the resolution of phone problems.

Initiative Generate ideas to maximize customer satisfaction. Provide input regarding department practices and procedures to improve effectiveness and overall impact on our customers. Participates in addressing ongoing concerns that involve third parties.

Communication Communicate professionally with all levels of customers and employees. Communicate in a straightforward, accurate, and professional manner. Communicate with Dispatchers, Field Technicians, and Management both verbally and in writing.

Technical Competence

Working knowledge of PC applications. Ability to compile statistical information relating to field service efficiency. Ability to quickly learn and implement new procedures.

Problem-Solving Identify problems/questions and resolve in most efficient manner. Utilize resources to resolve potential problems. Work to improve relations with customers.

Leadership Take ownership in the escalation of customer issues to dispatch. Foster a team approach and attitude within the Field Operations group Set high standards for oneself which are demonstrated through personal performance.

Administrative Skills Maintain a work area that is neat and organized. Submit/process accurate and complete reports. Provide professional output to our customers.

Performs additional duties and responsibilities as assigned.

Qualifications

Position Requirements/Skills & Abilities:

• Knowledge of the rules, regulations and policies governing the Camarero SVJ operation and LNW
• Develop good knowledge of the various products offered by the Camarero SVJ, including play styles, prize structures, pay out percentages, odds of winning, special promotions, etc.
•  Possess a good understanding of the principles and techniques of telephone sales.
• Customer Service experience.
• Availability to perform on-call out of hours shifts.

 Other qualifications:

• Excellent organizational skills.
• Empathy for customer’s situation.
• Be able to suggest improvements to the various communications by the company
• Works accurate and with eye for details.
• Be willing to build a long-term relationship with the customer