Experienced Customer Service Representative – Remote Opportunity for Delivering Top-Notch Player Support in the iLottery Industry at blithequark

Introduction to blithequark

blithequark is a pioneering force in the iLottery industry, renowned for its innovative approach to creating engaging and intuitive online lottery experiences. As a digitally born and player-focused organization, blithequark has been at the forefront of iLottery platform provision in North America, boasting a track record of delivering cutting-edge technology and driving revenue growth for its partners. With a sole focus on iLottery, blithequark stands out as a one-of-a-kind supplier, dedicated to powering the most profitable iLottery programs and making a significant impact on the industry.

About the Role

We are seeking an exceptional Customer Service Representative to join our team at blithequark, where you will play a vital role in providing top-notch quality service to our players. As a key member of our customer support team, you will interact with players through various channels, including live instant messaging, email, and telephone, to ensure an enhanced player experience with our online lottery games. Your responsibilities will include answering questions, providing information, resolving technical issues, and delivering flawless customer service and basic technical support.

Key Responsibilities:

• Interact with customers to provide information and process inquiries about accounts, products, and services.
• Troubleshoot technical issues related to computer, tablet, and cell phone applications, following established department policies and protocols.
• Respond to and process inbound calls, real-time chat communications, emails, and make outgoing calls as required.
• Communicate special marketing offers to VIP customers, ensuring they feel valued and appreciated.
• Provide timely feedback to the company regarding service failures or customer concerns, contributing to our continuous improvement efforts.
• Maintain customer confidentiality, adhering to our strict data protection policies and procedures.
• Adopt and promote company values, embodying the spirit of blithequark and our commitment to excellence.
• Remain current on all new developments and procedures regarding department and company protocols, ensuring you are always up-to-date and informed.
• Work towards set goals and targets, striving for excellence in your performance and contributing to the success of our team.
• Most importantly, have fun! We believe that enjoying your work is essential to delivering exceptional results and making a positive impact on our players' experiences.

Essential Qualifications:

To be considered for this exciting opportunity, you should possess the following essential qualifications:

• High School diploma or equivalent, with some college preferred.
• At least 2 years of inbound/support call center experience, with a proven track record of delivering exceptional customer service.
• 1 or more years of working remotely and achieving set KPIs, demonstrating your ability to work independently and manage your time effectively.
• Reliable internet access and the ability to pass an internet speed test, ensuring you can perform your duties efficiently and effectively.
• The ability to travel to lottery headquarters once each quarter, participating in important meetings and events that contribute to our success.
• Being camera-ready while working, as you will be interacting with players and colleagues through video conferencing and other virtual channels.
• Advanced knowledge of computers and Windows Office Programs, with the ability to troubleshoot internet connectivity, app, and browser issues.
• Highly developed verbal, interpersonal, and written communication skills, with the ability to relate to others, maintain a friendly, professional, and courteous demeanor, and provide exceptional support to our players and colleagues.
• Demonstrated accuracy and attention to detail, with the ability to work independently and make sound judgments in the absence of specific directions from management.
• Good grammatical and typing/data entry skills, with an emphasis on accuracy and efficiency.
• The ability to thrive in a fast-paced, dynamic work environment, working effectively and efficiently while maintaining a high level of player service and support.
• Excellent time-management and organizational skills, with the ability to prioritize tasks and manage your workload effectively.

Preferred Qualifications:

While not essential, the following preferred qualifications will be considered an asset:

• Previous technical support experience, with a strong understanding of computer systems, software, and technology.
• Experience working in the iLottery or gaming industry, with a knowledge of online lottery games and platforms.
• Additional education or certifications in a related field, such as customer service, communications, or computer science.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Customer Service Representative, you will have access to a range of training and development opportunities, including:

• Ongoing training and professional development courses, designed to enhance your skills and knowledge in customer service, technical support, and the iLottery industry.
• Career development opportunities, with the potential to progress into leadership roles or specialized positions within our organization.
• A dynamic and supportive work environment, where you will be encouraged to share your ideas, collaborate with colleagues, and contribute to our continuous improvement efforts.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive company culture. As a remote worker, you will be part of a distributed team that values flexibility, autonomy, and open communication. Our company culture is built on the following core values:

• Innovation: We encourage creativity, experimentation, and learning, embracing new ideas and approaches that drive growth and success.
• Player focus: We prioritize the needs and experiences of our players, striving to deliver exceptional service and support that exceeds their expectations.
• Teamwork: We believe in collaboration, mutual respect, and open communication, working together to achieve our goals and celebrate our successes.
• Integrity: We operate with honesty, transparency, and integrity, adhering to the highest standards of ethics and professionalism in all our interactions and activities.

Compensation, Perks, and Benefits

As a valued member of our team, you will be eligible for a range of compensation, perks, and benefits, including:

• Competitive salary and bonus structure, recognizing your contributions to our success and growth.
• Comprehensive health, vision, and dental insurance, ensuring you and your loved ones are protected and supported.
• Life insurance and AD&D insurance, providing additional peace of mind and financial security.
• 401K savings program with competitive corporate matching, helping you plan for your future and achieve your long-term goals.
• Paid vacation and personal time, allowing you to rest, recharge, and pursue your interests and passions.
• Quarterly profit-sharing program, recognizing your role in our success and sharing the rewards of our growth and profitability.
• Fully paid parental leave program, supporting you and your family during significant life events and milestones.
• Wellness and employee assistance program, promoting your physical and mental well-being and providing access to resources and support when you need it.
• Company-provided laptop and other equipment, ensuring you have the tools and technology you need to perform your duties effectively and efficiently.

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional service and support, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Service Representative, you will play a vital role in our team, contributing to the success and growth of our organization and making a positive impact on the experiences of our players. Join us on our mission to shape the future of the iLottery industry and apply today!