CSR - Onsite - Temple,TX

JOB DESCRIPTION : CSR - ONSITE - TEMPLE, TX

• Customer Service Representative: Maintains direct contact with customers before and/or after the sale, via telephone, email, chat or through other social media platforms. Supports sales team by developing and maintaining positive customer relations (CRM) with clients/customers, which can substantially affect service and/or product revenue(s). Works with various departments to meet maintenance services sales goals. Works with customers and/or distributors to receive accurate account of equipment failures and provides reports to management. Focus of work may be in pre-sale or post-sales or both

This position has no supervisory responsibilities

• Handle all customer contacts (phone, email & live chat), following the Customer Service guidelines & procedures in a timely manner as per the defined SLAs (service level agreements).

• 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 SOPs, investigating patron complaints, and outbound campaigns.

• Show a commitment to ensuring responsible gaming.

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

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Job Type: Full-time

Salary: $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift
• Morning shift
• Night shift
• Rotating shift

Weekly day range:

• Monday to Friday
• Rotating weekends
• Weekends as needed

Work setting:

• In-person

Work Location: In person