Job Description

Customer Support Representative - Evenings

Were seeking a proactive Customer Support Representative to join our remote Evening Customer Support team in Michigan. Please note that only Michigan residents would be considered.

As a Customer Service Representative you will assist players with a customer-centric mindset and provide world-class support to our clients. You will interact with players through live chat, email, social media, and phone to enhance the player experience with online Lottery games by answering questions, providing information, resolving technical issues, and providing flawless customer service and basic technical support.

Who We Are

Experience the forefront of innovation with Pollard Digital Solutions a division of Pollard Banknote, where we lead the charge in revolutionizing digital solutions for state lotteries. From groundbreaking initiatives like iLottery to crafting immersive player experiences that champion noble causes globally, our team's innovative spirit is driving impactful changes in the industry. Join us in this exhilarating journey, where every contribution makes a difference in shaping the future of lottery gaming.

What We Offer

• Competitive compensation
• Profit sharing program every role plays a part in our success!
• Comprehensive Group Benefits
• Opportunities for professional development
• Tuition reimbursement
• Employee & Family Assistance Program
• Remote Work Environment

What You'll Do

• Provide exceptional customer service by demonstrating product knowledge, problem-solving, and research skills.
• Respond promptly and professionally to customer inquiries via various channels, including live chat, email, social media, and phone.
• Assist customers with account-related queries, games and promotion inquiries, and technical issues.
• Provide explanations on lottery products, including draw-based and e-instant games, promotions, and policies.
• Investigate and resolve customer complaints or issues efficiently and effectively.
• Escalate complex problems to higher-level support or management when necessary.
• Maintain a deep understanding of our iLottery platform, including available games, promotions, and features.
• Adhere to regulatory requirements and company policies related to responsible gaming and customer verification.
• Troubleshoot technical issues related to computer/tablet/cell phone applications according to established department policies and protocols
• Communicate special marketing offers to VIP customers
• Provide timely feedback to the company regarding service failures or customer concerns
• Maintain customer confidentiality

Who You Are

• You have excellent communication skills and a positive, customer-centric attitude.
• You're a problem-solver with strong attention to detail and the ability to collaborate effectively within a team.
• You're adaptable and able to manage stress while staying focused and dependable.
• You bring a positive demeanor and act with integrity in all situations.

What You'll Bring

• 1-3 years of customer service experience, preferably in gaming (sports or casino) or finance
• Solid understanding of customer service principles and best practices.
• Experience using customer service ticketing systems such as Zendesk, Five9, or Freshdesk.
• Technical aptitude, especially for troubleshooting customer issues.
• Proven ability to focus on customer needs while effectively communicating and resolving problems.
• College degree or equivalent prior work experience.
• Ability to work evenings from 3pm-12am (2 consecutive days off a week)
• Must be able to pass a background check.

Pollard Banknote Limited is an equal opportunity employer, committed to promoting and maintaining a diverse and inclusive workforce. Reasonable accommodations are available upon request.

Employment is contingent upon a satisfactory response from a Criminal Record Search.

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