Call Center Associate

Location

RI Statewide, RI, US

• After the initial training period this position will be a work from home (remote) position.
• You will be required to have a high‑speed internet connection with a hard‑wired connection into your router. The employee pays this service.
• A safe and quiet place to work using company provided equipment is also required.

• Answer inbound calls, emails, and chats from online players and lottery customers.
• Answer calls, emails and chats providing friendly, prompt, accurate, level service to clients related to online wagering, financial history, payment registration, promotions, how to play, account registration, geo‑location, KYC, mobile app, second chance entries, loyalty points, etc.
• Communicate with internal departments to resolve customer issues by conferencing or transferring calls as appropriate.
• Answer inquiries by identifying and assessing customer’s needs, researching, locating, and providing information.
• Maintain player records by documenting all customer interactions in CRM tool with suitable call reason, issue, and notes.
• Demonstrate a strong commitment to providing continuously exceptional customer service.
• 365 days per year call center, weekends and holidays required.

• High School diploma or equivalent.
• 1 year of customer service experience within a call center or comparable industry preferred.
• Positive and customer‑focused mindset.
• Strong listening, analytical and critical thinking skills.
• Ability to empathize with a customer and take ownership of an issue.
• Strong verbal and written communication skills.
• Ability to make decisions and explain products and actions.
• Exceptional time management skills.
• Detail oriented with a powerful sense of urgency.
• Ability to operate a computer and navigate through functions, basic data entry skills, solid oral and written communication skills, strong customer service skills.
• Must pass a security background check.

• Hourly pay of $24.00 per hour (Rhode Island residents only).
• Shift differential (10%) for those who work 2nd shift hours that qualify.
• Medical benefits day one of being a Brightstar employee.
• 12 paid holidays plus 2 floating holidays per year.
• 3 weeks of paid vacation per year, prorated first year.
• 401K with employer match and 100% vested day one.
• Company paid parental leave, life insurance, short term disability and long‑term disability.
• Gym membership reimbursement, free identity theft protection, and tuition reimbursement.

• Leading Complexity
• Leading People
• Leading the Business
• Leading Self

The estimated starting compensation range is $43,680 - $51,792. The actual pay offered may end up being higher or lower. The Company will comply with all local pay requirements and collective bargaining agreements.

Base pay is only one part of our Total Rewards program. Sales roles may be eligible for commission payments, while other roles are eligible for discretionary bonuses. We offer employees a 401(k) Savings Plan with Company contributions, health, dental, and vision insurance, life, accident, and disability insurance, tuition reimbursement, paid time off, wellness programs, and identity theft insurance.

Note:

programs are subject to eligibility requirements.

Immigration sponsorship is not available for this role.

All Brightstar employees have a role in information security. Annual training will be assigned and required as appropriate.