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Customer Service Representative - Call Center

Company: Scientific Games
Location: Egg Harbor Township
Posted on: May 3, 2021

Job Description:

Digital:

SG Digital leads the global gaming market, providing innovative software that powers the world's most successful operators and online gaming providers.

We pride ourselves on product innovation and technical excellence and are constantly adding new applications and new functionality to our product suite, used by billions of end users. Having recently become the Digital, online Division of the $4bn Scientific Games, we are now in a period of dramatic growth that will see us grow headcount by 30% this year alone.

Want to be part of our story?

We are a group of distributed multidisciplinary engineers, passionate about casino gaming, focused on a few highly scalable distributed platforms on a hybrid technology stack running in public and private clouds.

The teams are small and move fast -- all members are expected to be able to achieve maximum results with minimal direction.

Position Summary

Pay and Benefits:

  • Base pay $15.00 HR
  • Medical, dental, vision, 401(k) match, STD, LTD, AD&D, EAP, HSA, FSA, and Life
  • 29 paid days per year (17 PTO, 10 holidays, and 1 floating holiday)
  • Benefits effective from first day of hire
  • Many opportunities to Grow within our company

Must be able to work ALL Shifts - 1st, 2nd and 3rd

SG will pay and assist all candidates to obtain Casino License for - New Jersey, Indiana and Pennsylvania

Must Pass an Extensive Background Check

The Customer Service Agent will be responsible for delivering professional, accurate, and timely service including contact handling, risk work and incident handling for business to customer. This individual is a fantastic communicator with solid industry knowledge which enables them to assist customers and adhere to defined Service Level Agreements (SLAs). You will also need to be a flexible team player and available to work in a 24/7 call center, shift work environment.

  • Handling all customer contacts (phone, email & live chat), following the Customer Service guidelines & procedures in a timely manner as per the defined SLA's.
  • Proactively remaining current with internal customer service Standard Operating Procedures (SOPs)
  • Investigating fraudulent player behavior, taking appropriate actions as per the SOP such as monitoring transactions & customer records via internal and external fraud prevention systems.
  • Communicating through Customer Relationship Management and incident tools.
  • Provide "Know Your Customer" and document verification services to customers.
  • Additional tasks may be required including updating & creating SOP's, investigating patron complaints, and outbound campaigns. Show a commitment to ensuring responsible gaming.
  • Will be using both internal and external systems in order to access player personal data, including transaction history, payment details/history, responsible gaming limits, exclusion status, physical location during play, and identity verification in order to help resolve player queries and problems. Systems include but are not limited to OPS, THOR, IDology, GeoComply, OpenBet, and various payment processing back offices

Education

Must have a high school diploma or equivalency.

Years of Related Experience

0-1 years of customer service or call center experience

  • Need to be a critical thinker, be able to trouble shoot issues and problem-solve
  • Basic knowledge of computers
  • Good communication skills
  • Need to have basic typing skills

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.

Work Conditions

Scientific Games Corporation and its affiliates (collectively, "SG") are engaged in highly regulated gaming and lottery businesses. As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.

SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, sexual orientation, veteran status, or on the basis of disability or any other federal, state or local protected class. If you'd like more information, please click on this link: EEO Poster

#LI-SH1

Keywords: Scientific Games, Camden , Customer Service Representative - Call Center, Other , Egg Harbor Township, New Jersey

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