Customer Service Representative

Reporting to the Business Operations Supervisor, the Customer Service Representative will support the day-day-day functions of the Customer Service Department and The Caribbean Lottery Flagship Store.

Customer Service Representative I 

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 10, 000 employees.

Overall Objective and Purpose:

Reporting to the Business Operations Supervisor, the Customer Service Representative will support the day-day-day functions of the Customer Service Department and The Caribbean Lottery Flagship Store. The Customer Service Representative will be an ambassador for the company and will be expected to lead by example, modelling IGT values and reinforcing the company's mission and vision for the attainment and alignment of business goals and objectives.

Principal Duties and Responsibilities:

• Coordinates the day-to-day operations and administrative responsibilities of the Customer Service Department and the Caribbean Lottery Flagship store, ensuring operational effectiveness, efficiency and compliance with company goals, policies, process, KPIs and budgets and approach demonstrative of the IGT values
• Ensures the Flagship store represents the model “Caribbean 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
• Interacts with internal and external stakeholders to manage and support customer service and Flagship store support functions
• Works alongside Customer Service Coordinator to ensure administrative and resource management functions are executed to facilitate efficient and effective operations
• Supports new agent recruitment, on-boarding training and other support as required for new agents
• Responsible for selling and upselling Terminal Games, Instant Scratch Tickets and Commercial Services to customers
• Promoting sales by upselling to achieve incremental sales growth and established targets
• Greeting and interacting with all customers in the Retail Office in a courteous, welcoming, professional manner
• Ensures accurate and timely processing, accounting and reporting of daily sales, cash and other inventory within the Flagship Store
• Answering the telephone and taking messages in a polite manner
• Updating Draw Boards and posting winning results and promotional material
• Responsible for keeping Retail Office and work area tidy at all times
• Ensuring reception area is tidy at all times and maintain the signs around the office
• Periodically assist and support Agent Reps in servicing customers
• Performs other duties assigned by the Site Supervisor or his/her designee related to the operation of the business

Scope 

• Complexity: Functions Responsible for or Influenced: Site Operation
• Diversity: Locations Responsible for or Influenced: Site
• Typical Job Problems and Difficulties: Moderate
• Financial and Operational Accountability: High

Management 

• Direct report - Business Operations Supervisor
• Indirect report - Business Operations Manager
• Level of Complexity for managing/organizing staff - High    

General  

• Exercises judgment in decisions made within generally defined practices and policies
• Opportunity and consequence of typical errors (supervision)- Errors could negatively impact company and brand reputation / integrity; potential legal, regulatory and business (sales) impact
• Frequency and complexity of internal business contacts: High
• Frequency and complexity of external business contacts: High - Meets with existing and potential customers
• Physical (% time: travel, operating machinery, environmental etc.): N/A

Minimum Education  

• Diploma or Associates Degree, or equivalent experience

Years of Experience 

• Two (2) years’ experience in similar position and or responsibilities

Essential Requirements 

• Moderate computer literacy skills with experience using MS office programs (including but not limited to Outlook, Word and Excell)
• Highly professional attitude with outstanding business etiquette, networking, negotiation, interpersonal and communication skills
• Focused, disciplined and self-motivated maintaining a positive attitude with proactive solutions - focused approached even if performing under stressful circumstances
• Demonstrating ability to lead and successfully drive results in a dynamic competitive, fast hyphenated paste, working independently or with multi-disciplinary and multicultural teams and partners (internal and external)
• Well organized with strong time management skills
• Creative, out of the box thinker with a natural passion and drive for excellence, with a keen eye for detail
• Genuinely demonstrates a high level of integrity and maintains confidentiality of information required on the job
• Flexible to work extended hours based on business needs (evenings, weekend and public holidays)

Competencies:

Driving Results, Building Collaborative Relationship, Decision Making, Personal Energy, Self-Leadership, Foster Innovation, Self-motivated, Accountable, Customer-focused, Results- oriented, Professional, Effective communicator, Agile and Resilient, Highly organized, Detailed oriented, Critical thinker, Creative and Trustworthy

The job is satisfactorily performed when: 

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

• Genuinely represents and models the IGT values (passionate, pioneering, responsible, authentic and collaborative)

• Successfully achieve company goals and targets through effective communication and engagement
• Demonstrates a high level of professionalism, initiative, maturity, accuracy and efficiency in execution of duties
• Maintains the confidentiality of information acquired on the job
• Takes a collaborative, solutions–oriented, (customer-first) approach to problems and challenges 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 on retail store and customer service functions
• Timely execution of administrative support requirements for retail store
• Timely escalation of important matters to Business Operations Supervisor and Business Operations Manager
• Ensure timely review of daily deposit logs and submission to Accounts department for reconciliation
• Ensure store practices remain in compliance with Finance policies and procedures
• Meet overall job requirements