iGaming:

If it’s iGaming, we know a thing or two. Light & Wonder’s digital team leads the global gaming market, providing jaw-dropping content and innovative software that powers the world's most successful online gaming providers.

Position Summary

The Customer Service Agent will be responsible for delivering professional, accurate, and timely service including contact handling, risk work and incident handling for b2c customers. This individual is a fantastic communicator with solid industry knowledge which enables them to assist customers and adhere to defined Service Level Agreements (SLAs).You will also need to be a flexible team player and available to work in a 24/7, shift work environment.

Primary Responsibilities

• Handling all customer contacts (phone, email & live chat), following the Customer Service guidelines & procedures in a timely manner as per the defined SLA’s.

• Proactively remaining current with internal customer service Standard Operating Procedures (SOPs)

• Investigating fraudulent player behavior, taking appropriate actions as per the SOP such as monitoring transactions & customer records via internal and external fraud prevention systems. 
• Communicating through Customer Relationship Management and incident tools.

• Provide “Know Your Customer” and document verification services to customers.

• Additional tasks may be required including updating & creating SOP’s, investigating patron complaints, and outbound campaigns.

•  Show a commitment to ensuring responsible gaming.

•  Use both internal and external systems in order to access player personal data, including transaction history, payment details/history, responsible gaming limits, exclusion status, physical location during play, and identity verification in order to help resolve player queries and problems. Systems include but are not limited to OPS, THOR, IDology, GeoComply, OpenBet, and various payment processing back offices.
 

Qualifications

• 1-2 years of experience in a Customer Service position, preferably in a 24/7 Call Centre environment.

• High School diploma (or equivalent)

• Must be organized and detail oriented with a strong focus on providing superior Customer Service.

• Excellent written and verbal communication skills, capable of explaining technical issues in a comprehensive manner

• Strong time management skills that enable you to perform and deliver results with high work volumes.

• A flexible team player who is willing to do ad-hoc tasks, quickly shift work priorities, and take on additional tasks as needed.

• Enthusiastic and positive attitude, with a strong desire to learn all aspects of the business.

• Must be able and willing to operate in a 24/7, shift work environment.

Nice to Haves

• Previous experience in the Online Gaming industry

• Any technical certification or secondary education

• Experience in a 24/7 call center

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.

Work Conditions

Scientific Games Corporation and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses.   As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts.   In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles.  As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above. 

SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, sexual orientation, veteran status, or on the basis of disability or any other federal, state or local protected class. If you’d like more information, please click on this link: EEO Poster

Light & Wonder is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster .