Experienced Customer Service Representative - Remote iLottery Support

At arenaflex, we're revolutionizing the iLottery industry with innovative solutions and cutting-edge technology. As a pioneer in the space, we're looking for a talented Customer Service Representative to join our team and provide top-notch quality service to our players. If you're passionate about delivering exceptional customer experiences and thrive in a fast-paced, dynamic work environment, we want to hear from you!

About arenaflex

arenaflex is a leading supplier of best-in-class iLottery solutions to the North American lottery market. Born in the digital domain, we've helped pioneer the successful introduction of iLottery in the U.S. and are North America's proven partner of choice to enable regulated lotteries to design and deploy complex gaming solutions in support of generating incremental revenue for good causes through the online channel. Our innovative approach combines cutting-edge technology, a full suite of managed services, and the industry's top-performing game content to drive outstanding returns for our partners.

What You'll Do

As a Customer Service Representative, you'll be the face of arenaflex, interacting with players through live instant messaging, email, and telephone to enhance their online Lottery experience. Your responsibilities will include:

• Providing top-notch quality service to players, answering questions, and resolving technical issues related to computer/tablet/cell phone applications
• Troubleshooting technical issues according to established department policies and protocols
• Responding to and processing inbound calls, real-time chat communications, emails, and making outgoing calls
• Communicating special marketing offers to VIP customers
• Providing timely feedback to the company regarding service failures or customer concerns
• Maintaining customer confidentiality
• Adopting and promoting company values
• Remaining current on all new developments and procedures regarding department and company protocols
• Working according to set goals and targets
• Having fun!

What You'll Bring

To succeed in this role, you'll need:

• A high school diploma or equivalent, with some college preferred
• 2 or more years of inbound/support call center experience
• 1 or more years of working remotely and achieving set KPI's
• Reliable internet and the ability to pass an internet speed test
• Ability to travel to lottery headquarters once each quarter
• Camera readiness while working!
• Advanced knowledge of computers and Windows Office Programs
• Experience with computers, smartphones, tablets, and the ability to troubleshoot internet connectivity, app, and browser issues
• Highly developed verbal, interpersonal, and written communication skills
• Demonstrated accuracy with a consistent attention to detail
• Independent judgment, discretion, and initiative in absence of specific directions from management
• Good grammatical and typing/data entry skills with an emphasis on accuracy
• Ability to thrive in a fast-paced, dynamic work environment and work effectively and efficiently while maintaining a high level of member service
• Organized with excellent time-management skills
• Previous technical support experience an asset

Why Work at arenaflex?

We're a company that prioritizes innovation, supports and empowers our team, and delivers exceptional customer experiences. Our team member benefits include:

• Comprehensive Health, Vision, and Dental Insurance
• Life Insurance & AD&D Insurance
• 401K Savings Program (With Competitive Corporate Matching for U.S. Employees)
• Paid Vacation and Personal Time
• Quarterly Profit-Sharing Program for All Employees Who Have Completed Six Months of Continuous Service
• Fully Paid Parental Leave Program
• Wellness and Employee Assistance Program (EAP) from Ulliance Life
• Company-Provided Laptop
• Career Development Opportunities including Ongoing Training and Professional Development Courses (Including the arenaflex Leadership Academy for Emerging Leaders)

Join Our Team

If you're passionate about delivering exceptional customer experiences and thrive in a fast-paced, dynamic work environment, we want to hear from you! Apply now to become a part of our innovative team and help shape the future of the iLottery industry. Apply to this job Apply for this job