Experienced Customer Service Representative - Remote

Join arenaflex, a pioneering leader in the iLottery industry, as we continue to shape the future of online gaming. As a Customer Service Representative, you will play a vital role in delivering exceptional player experiences, providing top-notch quality service, and driving revenue growth for our partners.

About arenaflex

arenaflex is a digitally born, player-focused company that powers the most profitable iLottery programs in North America. With a proven track record of innovation and revenue growth, we are the go-to partner for regulated lotteries seeking to design and deploy complex gaming solutions. Our cutting-edge technology, comprehensive suite of managed services, and top-performing game content make us the industry's partner of choice.

What You Will Do

As a Customer Service Representative, you will be the face of arenaflex, interacting with players through live instant messaging, email, and telephone to enhance their online Lottery gaming experience. Your responsibilities will include:

• Interacting with customers to provide information and process inquiries about accounts, products, and services.
• Troubleshooting technical issues related to computer/tablet/cell phone applications according to established department policies and protocols.
• Responding to and processing inbound calls, real-time chat communications, emails, and making outgoing calls.
• Communicating special marketing offers to VIP customers.
• Providing timely feedback to the company regarding service failures or customer concerns.
• Maintaining customer confidentiality.
• Adopting and promoting company values.
• Remaining current on all new developments and procedures regarding department and company protocols.
• Working according to set goals and targets.
• Having fun!

What You Will Bring

To succeed in this role, you will need:

• A High School diploma or equivalent, some college preferred.
• 2 or more years of inbound/support call center experience.
• 1 or more years of working remotely and achieving set KPI's.
• Reliable internet and the ability to pass an internet speed test.
• Ability to travel to lottery headquarters once each quarter.
• Must be camera ready while working!
• Advanced knowledge of computers and Windows Office Programs.
• Experienced with computers, smartphones, tablets, and able to troubleshoot internet connectivity, app, and browser issues.
• Highly developed verbal, interpersonal, and written communication skills and able to relate to with others, maintain a friendly, professional, and courteous demeanor while assisting members and co-workers throughout the day.
• Demonstrated accuracy with a consistent attention to detail.
• Possess independent judgment, discretion, and initiative in absence of specific directions from management.
• Good grammatical and typing/data entry skills with an emphasis on accuracy.
• Thrives in a fast-paced, dynamic work environment and is able to work effectively and efficiently while maintaining a high level of member service.
• Organized with excellent time-management skills.
• Previous technical support experience an asset.

Why Work at arenaflex?

We hire the best. We prioritize innovation. We support and empower our team. Join us as we continue to shape the future of the iLottery industry by delivering players' favorite games across all channels and driving outstanding returns for good causes.

Our Team Member Benefits

* Comprehensive Health, Vision, and Dental Insurance

• Life Insurance & AD&D Insurance
• 401K Savings Program (With Competitive Corporate Matching for U.S. Employees)
• Paid Vacation and Personal Time
• Quarterly Profit-Sharing Program for All Employees Who Have Completed Six Months of Continuous Service
• Fully Paid Parental Leave Program
• Wellness and Employee Assistance Program (EAP) from Ulliance Life
• Company-Provided Laptop
• Career Development Opportunities including Ongoing Training and Professional Development Courses (Including the arenaflex Leadership Academy for Emerging Leaders)

About arenaflex

Born in the digital domain, arenaflex LLC is an award-winning supplier of best-in-class iLottery solutions to the North American lottery market. Serving the largest share of U.S. lotteries that currently sell online, arenaflex helped pioneer the successful introduction of iLottery in the U.S. and is North America's proven partner of choice to enable regulated lotteries to design and deploy complex gaming solutions in support of generating incremental revenue for good causes through the online channel. arenaflex offers cutting-edge technology, a full suite of managed services, and the industry's top-performing game content as part of its innovative and comprehensive approach to partnering for iLottery success. Jointly owned by Pollard Banknote Limited (TSX: PBL) and NeoGames S.A.(Nasdaq: NGMS)—both globally recognized industry leaders—arenaflex powers the most profitable iLottery programs. Visit us at www.arenaflex.com. arenaflex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Apply Now

Ready to join the arenaflex team? Apply now and become a part of our innovative and dynamic team! Apply for this job