Call Center Associate Job in Providence 02905, Rhode Island US

 

 
Answers inbound calls from clients, retailers and lottery customers.

 

                                  

 

†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

To Apply Online, please use the following link:
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