Remote Customer Service Agent

Job Duties
Handle all customer contacts (phone, email & live chat), following the Customer Service guidelines & procedures in a timely manner as per the defined SLA?s (service level agreements...
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 SOPs, investigating patron complaints, and outbound campaigns.
Show a commitment to ensuring responsible gaming.
Use both internal and external systems to access player personal data, including transaction history, payment details/history, responsible gaming limits, exclusion status, physical location during play, and identity verification to help resolve player queries and problems. Systems include but are not limited to OPS, THOR, geocomply, and various payment processing back offices.
Qualifications
6 months - 1 year of experience in a Customer Service position, preferably in a 24/7 Call Center environment.
High School diploma (or equivalent)
Must be organized and detail oriented with a strong focus on providing superior Customer Service.
Excellent written and verbal communication skills, capable of explaining technical issues in a comprehensive manner
Strong time management skills that enable you to perform and deliver results with high work volumes.
A flexible team player who is willing to do ad-hoc tasks, quickly shift work priorities, and take on additional tasks as needed.
Enthusiastic and positive attitude, with a strong desire to learn all aspects of the business.
Must be able and willing to operate in a 24/7, shift work environment.
Nice to Haves
Previous experience in the Online Gaming industry
Any technical certification or secondary education
Experience in a 24/7 call center
Supervisory Responsibilities
This position has no supervisory responsibilities. Job Level Description Oversees and directs work of directors, managers and their subordinates. Larger scope; more strategic impact than Director.
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.
Job Type: Full-time
Salary: From $16.00 per hour
Expected hours: 40 per week
Benefits:
401(k)
Dental insurance
Flexible schedule
Health insurance
Paid time off
Referral program
Vision insurance
Work from home
Experience level:
1 year
Shift:
8 hour shift
Day shift
Evening shift
Morning shift
Night shift
Overnight shift
Weekly day range:
Monday to Friday
Weekends as needed
Work setting:
Call center
Remote
Education:
High school or equivalent (Required)
Experience:
Customer service: 1 year (Preferred)
Work Location: Remote

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