Call Center Associate Job in Providence 02905, Rhode Island US
Answers inbound calls from clients, retailers and lottery customers.
- Answers calls providing prompt, accurate, level service to Clients including: card activation, PIN replacement/reset, lost and stolen cards, and coupon conversions.
- Answers calls from retailers to provide prompt, accurate service including downloads, supply requests, dispatch requests, troubleshooting and problem escalation.
- Diagnose and troubleshoot problems and take appropriate action.
- Promote and enhance excellent customer relations.
- Assist in work groups.
- Assist new associates as needed.
- Performs other job duties as required.
†Complexity: Functions Responsible for or Influenced
Low - Basic operation and general understanding of terminal functionality. Individual should be able to analyze and troubleshoot most problems quickly and effectively.
†Diversity: Locations Responsible for or Influenced
Low - Normally handles calls for a specific lottery.
†Typical Job Problems and Difficulties
Dealing with and understanding retailer problems. Providing appropriate and immediate resolution rather than dispatch a Field Service Technician to the site.
†Financial Accountability
MANAGEMENT
†Job Reports to (direct)
CALL CENTER SUPERVISOR
†Job Reports to (indirect)
Call Center Director, Call Center Manager, Workforce Manager, Team Leads
†Direct Reports to Job
†Authority for Staff Managed
†Indirect Reports (influenced)
†Level of Complexity for managing/organizing staff
GENERAL
†Extent decisions governed by procedures or referred up
Decisions are governed by policy procedures or referred to Call Center Lead or Supervisor.
†Standard requirements for research and analysis
Limited research and analysis due to standard problems.
†Opportunityand consequence of typical errors (supervision)
Moderate to High opportunity if procedures are not followed / Consequence of error can lead to unsatisfied customers, high call time, and penalties if appropriate action isn't taken accordingly.
†Frequency and complexity of internal business contacts
Low to moderate contact / low to moderate complexity - deal with internal contacts occasionally.
†Frequency and complexity of external business contacts
Frequent contact with retailers / low to moderate complexity dealing with retailers.
†Physical (% time: travel, operating machinery, environmental etc.)
Minimal physical requirements / majority of time spent on the premises environmentally controlled by a call center.
Qualifications
EDUCATION
†Minimum education
High School diploma or equivalent
†Years Experience
1 year of customer service experience within a call center or comparable industry preferred
†Essential special training requirements
Certified on or is in the process of being certified on a predetermined number of skills
†Other skills
Ability to operate a computer and navigate through functions, basic data entry skills, solid oral and written communication skills, strong customer service skills
Bilingual Spanish speakers needed
Must be flexible and able to work 2nd or 3rd shift
Apply to GTECH