Experienced Customer Service Representative – Remote Opportunity for Delivering Top-Notch Player Support in the iLottery Industry at blithequark

Introduction to blithequark

blithequark is a pioneering force in the iLottery industry, renowned for its innovative approach, player-focused mindset, and commitment to delivering cutting-edge technology and services. As a leader in powering the most profitable iLottery programs in North America, blithequark is dedicated to creating intuitive and fun experiences for players. With a rich history of driving revenue growth and a proven track record of success, blithequark is the ideal place for talented professionals looking to make a meaningful impact in the gaming industry.

About the Role

We are seeking an exceptional Customer Service Representative to join our team at blithequark. As a key member of our player support team, you will be responsible for providing top-notch quality service to our players, ensuring an exceptional experience across all touchpoints. This is a remote opportunity, offering the flexibility to work from the comfort of your own home while being part of a dynamic and innovative team.

Key Responsibilities

• Interact with players through live instant messaging, email, and telephone to address queries, provide information, and resolve technical issues in a timely and professional manner.
• Troubleshoot technical issues related to computer, tablet, and cell phone applications, following established department policies and protocols.
• Respond to and process inbound calls, real-time chat communications, and emails, while also making outgoing calls to communicate special marketing offers to VIP customers.
• Provide timely feedback to the company regarding service failures or customer concerns, maintaining customer confidentiality and adopting company values.
• Stay up-to-date with new developments and procedures regarding department and company protocols, working towards set goals and targets while maintaining a high level of player service.

Essential Qualifications

To be successful in this role, you will need:

• A High School diploma or equivalent, with some college preferred.
• At least 2 years of inbound/support call center experience, with a proven track record of delivering exceptional customer service.
• 1 or more years of working remotely and achieving set KPIs, demonstrating your ability to work independently and manage your time effectively.
• Reliable internet access and the ability to pass an internet speed test, ensuring seamless connectivity and productivity.
• The ability to travel to lottery headquarters once each quarter, as required.
• Advanced knowledge of computers and Windows Office Programs, with experience in troubleshooting internet connectivity, app, and browser issues.
• Highly developed verbal, interpersonal, and written communication skills, with the ability to relate to others and maintain a friendly, professional, and courteous demeanor.

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• Previous technical support experience, demonstrating your ability to troubleshoot and resolve technical issues effectively.
• Experience working in the iLottery or gaming industry, with a deep understanding of player needs and preferences.
• A strong passion for delivering exceptional customer service, with a focus on creating memorable experiences for players.

Skills and Competencies

To excel in this role, you will need to possess:

• Excellent communication and interpersonal skills, with the ability to build strong relationships with players and colleagues.
• Strong problem-solving and analytical skills, with the ability to troubleshoot and resolve technical issues effectively.
• Highly developed organizational and time-management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• A strong focus on customer service, with a passion for delivering exceptional experiences and creating lasting impressions.

Career Growth Opportunities

At blithequark, we are committed to the growth and development of our team members. As a Customer Service Representative, you will have access to:

• Ongoing training and professional development courses, designed to enhance your skills and knowledge.
• Career development opportunities, with the potential to progress into leadership roles or specialized positions.
• A dynamic and supportive work environment, with a focus on collaboration and teamwork.

Work Environment and Company Culture

At blithequark, we pride ourselves on our innovative and player-focused approach. Our company culture is built around:

• A passion for delivering exceptional customer service, with a focus on creating memorable experiences for players.
• A commitment to innovation, with a focus on staying ahead of the curve in the iLottery industry.
• A supportive and collaborative work environment, with a focus on teamwork and mutual respect.

Compensation, Perks, and Benefits

As a valued member of our team, you will be eligible for:

• Comprehensive Health, Vision, and Dental Insurance, ensuring your well-being and peace of mind.
• Life Insurance & AD&D Insurance, providing financial security for you and your loved ones.
• A 401K Savings Program, with competitive corporate matching for U.S. employees, helping you plan for your future.
• Paid Vacation and Personal Time, allowing you to recharge and pursue your passions.
• A Quarterly Profit-Sharing Program, recognizing your contributions to our success and rewarding your hard work.
• A Fully Paid Parental Leave Program, supporting you and your family during life's most precious moments.
• A Wellness and Employee Assistance Program, providing resources and support for your mental and physical well-being.
• A Company-Provided Laptop, ensuring you have the tools and technology needed to succeed in your role.

Conclusion

If you are a motivated and customer-focused individual, with a passion for delivering exceptional service and creating memorable experiences, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Service Representative, you will be part of a dynamic and innovative team, dedicated to shaping the future of the iLottery industry. Join us and take the first step towards an exciting and rewarding career, with a company that values and supports its team members every step of the way.