Customer Service Representative

Reporting to the Customer Service Supervisor, the Customer Service Representative will support the day-day-day functions of the Customer Service Department and The Barbados Lottery Flagship Store(s).

Customer Service Representative 

IGT is the global leader in gaming. We enable players to experience their favorite games across all channels and regulated segments, from Gaming Machines and Lotteries to interactive and Social Gaming. We have a well-established local presence and relationships with government and regulators in more than 100 countries around the world and create value by adhering to the highest standards of service, integrity and responsibility.  IGT has over 12, 000 employees.

Overall Objective and Purpose:

Reporting to the Customer Service Supervisor, the Customer Service Representative will support the day-day-day functions of the Customer Service Department and The Barbados Lottery Flagship Store(s).

Principal Duties and Responsibilities:

• Provides support within the Customer Service Department and The Barbados Lottery Flagship store(s), ensuring operational effectiveness, efficiency and compliance with company goals, policies, process, and KPIs, and approach demonstrative of the IGT values.

• Ensures the Flagship Store represents the model “Barbados Lottery” agent location, through proactive, sustained, consistent execution and delivery of company best practices backed by a high level of professional and pleasant customer service experience.

• Consistently delivers on the sales objectives and targets identified for the Flagship Store. 

• Executes and supports various customer service and flagship store requirements to support stakeholders, including but not limited to:
• Winners
• Retail Agent
• Players
• Works alongside internal and external stakeholders to successfully execute on corporate, sales, marketing, customer service-related functions, including but not limited to new game launches, promotions, events, instore visibility and branding projects, etc. 

• Tracks, monitors and reports on activities within the department and Flagship Store 

• Ensures accurate and timely accounting and reporting of daily sales, cash and other inventory, including float, instant tickets etc.

• Conducts winner interviews and thoroughly completes relevant documentation

• Manages and executes winner awareness activities

• Assists with new retail agent training (as required)
• Supports miscellaneous department administrative functions, including reporting, filing, database management, inventory management and re-stock, etc.

Performs other duties assigned by the Customer Service Supervisor or his/ her designee related to the operation of the business

 Performance evaluation criterion

 Delivery of professional internal and external customer support, guided by company vision, values, expectations, policies and processes.

• Achieve company identified SSS Targets
• Coordinate, execute and report instore promotions and activities
• Actively promote and display advertising and promotional materials
• Winner Engagement & Prize Processing as per stipulated company policy and KPIs
• Execution Winner Awareness Activities
• Lottery terminal operation and cash/ inventory management and reporting
• Resolution of customer service matters
• Support Retail Agent training and best practices
• Reporting of retail store and customer service functions
• Timely execution of administrative support requirements for retail store
• Meet overall job requirements 

Requirements

• Diploma or Associates Degree, or equivalent experience
• Two years customer service, administrative, data entry and technical experience an asset
• Computer literate with strong experience interfacing with Microsoft suite of applications (and other relevant software) including word processing, spreadsheets, database, and desktop publishing.
• Strong organizational skills, attentive to details and ability to follow up
• Strong communication skills fluent in English and articulate with strong written, verbal and presentation skills.

Competencies: Customer-focused, Results-Driven, Problem-solving, Enthusiastic, Time management,  Communication, Teamwork/Collaborative, Self-managed and motivated, Personal energy, Flexible and adaptable to change, Resilient, Maturity, Attention to detail