Job Title:   Call Center Associate I
06 / 13 / 2013
303490
Providence
RI
UNITED STATES
US - Eastern Region

GTECH S.p.A. is a leading commercial operator and provider of technology in regulated worldwide gaming markets. It delivers best-in-class products and services, with a commitment to the highest levels of integrity, responsibility and shareholder value creation. GTECH S.p.A. operates in all continents and it employs over 8.500 individuals worldwide in 52 countries. Its offices are present in 46 countries with customers in 119 States. For more information, please visit our website at www.gtechlottery.com.

JOB DESCRIPTION:
Answers inbound calls from clients, retailers and lottery customers.

PRINCIPLE DUTIES AND RESPONSIBILITIES

 
Ø  Answers calls providing prompt, accurate, level service to Clients including: card activation, PIN replacement/reset, lost and stolen cards, and coupon conversions.
Ø  Answers calls from retailers to provide prompt, accurate service including downloads, supply requests, dispatch requests, troubleshooting and problem escalation.
Ø  Diagnose and troubleshoot problems and take appropriate action.
Ø  Promote and enhance excellent customer relations.
Ø  Assist in work groups.
Ø  Assist new associates as needed.
Ø  Performs other job duties as required.
                                  

SCOPE

 

†Complexity: Functions Responsible for or Influenced

Low - Basic operation and general understanding of terminal functionality.  Individual should be able to analyze and troubleshoot most problems quickly and effectively.
 
† Diversity: Locations Responsible for or Influenced
                Low - Normally handles calls for a specific lottery.
 
† Typical Job Problems and Difficulties
                Dealing with and understanding retailer problems.  Providing appropriate and immediate resolution rather than dispatch a Field Service Technician to the site.
 
† Financial Accountability
               

MANAGEMENT

 
† Job Reports to (direct)
                CALL CENTER SUPERVISOR
 
† Job Reports to (indirect)
                Call Center Director, Call Center Manager, Workforce Manager , Team Leads
 
† Direct Reports to Job
               
 
† Authority for Staff Managed
 
               
† Indirect Reports (influenced)
               
 
† Level of Complexity for managing/organizing staff
               

GENERAL
 
† Extent decisions governed by procedures or referred up
                Decisions are governed by policy & procedures or referred to Call Center Lead or Supervisor.
 
† Standard requirements for research and analysis
                Limited research and analysis due to standard problems.
 
† Opportunityand consequence of typical errors (supervision)               
                Moderate to High opportunity if procedures are not followed / Consequence of error can lead to unsatisfied customers, high call time, and penalties if appropriate action isn't taken accordingly.
 
† Frequency and complexity of internal business contacts
                Low to moderate contact / low to moderate complexity - deal with internal contacts occasionally.
 
† Frequency and complexity of external business contacts
                Frequent contact with retailers / low to moderate complexity dealing with retailers.
 
† Physical (% time: travel, operating machinery, environmental etc.)
Minimal physical requirements / majority of time spent on the premises environmentally controlled by a call center.

JOB REQUIREMENTS
† Minimum education
                High School diploma or equivalent
 
† Years Experience
                1 year of customer service experience within a call center or comparable industry preferred
 
† Essential special training requirements
                Certified on or is in the process of being certified on a predetermined number of skills
                               
† Other skills
                Ability to operate a computer and navigate through functions, basic data entry skills, solid oral and written communication skills, strong customer service skills
 
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