Job description
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
As a Player Support Supervisor, you will be the “go to” individual, responsible for providing exceptional service to our Patrons as well as being the first point of contact for incident escalation. 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 and email), 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.
- Process payments in accordance with policy and procedures, liaising with other departments where appropriate.
- Maintaining and updating customer information on databases, ensuring all data is treated with absolute confidentiality as per legal requirements.
- Remaining current with relevant guidelines and legislation such as Responsible Gaming Policy.
- Challenge the status quo, making recommendations that will deliver business improvements.
- Supervise staff on their designated shift, ensuring they are working in accordance with all SLA’s
- Create KPI and SLA reporting as required
- Interact with the Patron to coordinate their Internet gaming experience with Resorts land-based support teams and VIP management teams as applicable.
- Develop work flows and scripts to improve response times and consistency
- Coordinate and update training manuals and procedures as required
- Works closely with Anti-Fraud/Operations Manager to ensure best business practices, conducing anti-fraud audits
Qualifications
- 1-2 years of experience in a Customer Service position, preferably in a 24/7 Call Centre environment or 2 years of SG call center experience as a CS agent.
- 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
Qualifications
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:
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:
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