Call Center Associate I - Lottery (Home/Remote, RI)

Job Description:

Brightstar is seeking a Call Center Associate in our Rhode Island team. This position is a Home / Remote role, but candidates must live within the state of Rhode Island. The first week of training will be at Brightstar’s West Greenwich office location. Brightstar’s Call Center receives incoming calls from lottery retailers from across the U.S. Call Center Associates assist and provide basic troubleshooting support for Brightstar equipment and systems. This is NOT a sales position. Brightstar’s Home / Remote employees must have a high-speed internet connection with a hard-wired connection to your router in a safe and quiet place to work. Brightstar will provide you a desktop or laptop, monitor(s), and accessories. This Brightstar Call Center operates 24 / 365 and offers 2 shifts (1st, 2nd) with paid shift differentials for hours that qualify. Working on Saturday and/or Sunday is also required.

Brightstar employees in this role receive the following (all benefits mentioned are subject to policy and eligibility requirements):

• Hourly pay of $22.50 per hour (Rhode Island residents only)
• Shift differential (10%) for those who work 2nd shift hours that qualify
• Medical benefits day one of being a Brightstar employee
• 12 paid holidays plus two floating holidays per year
• 3 weeks of paid vacation per year, prorated for the first-year
• 401K with employer match and 100% vested on day one
• Company-paid parental leave, life insurance, short-term disability, and long-term disability
• Gym membership reimbursement, free identity theft protection, and tuition reimbursement

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’ issue 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 knowledge base to provide accurate information and troubleshooting steps

Ensure each retailer contact is detailed in Customer Relationship Management (CRM) tool with suitable call reason, issue, and notes

Demonstrate a strong dedication to providing continuously outstanding customer service

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, solid oral and written communication skills, strong customer service skills
• 24 hours per day, 365 day per year call center, weekends and holidays required

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

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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.