Customer Service Representative I

Welcome to the world of land-based gaming. At Light & Wonder, it's all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.

• Must be willing and able to work shifts to support a 24x7x365 environment, including evenings, weekends and holidays. Schedules are typically consistent, but candidates should be aware that schedules can change based on business needs.
  • Day: 6:00AM - 2:30PM
  • Swing: 2:00PM - 10:30PM
  • Grave: 10:00PM - 6:30AM
• Responsible for KPI goals to monitor, analyze, recognize, and support performance
• This position is an on-premises role with some remote work availability
• Receives and responds to customer service inquiries both written and verbal
• Follow-up on customer requests and research problems ensuring a successful resolution
• Addresses correspondence that are predominantly routine but may require deviation from standard procedures
• Verify service needs and schedule field service technicians
• Troubleshoot technical opportunities
• Communicate and partner with customers to assist with documentation requests
• Coordinate with other departments to troubleshoot and resolve escalated opportunities
• Adhere to local casino regulatory requirements as required
• Provide backup support for network operations and technical support teams as required by business needs
• Other tasks assigned by management

• High School Diploma
• Minimum 1 year of customer service

• Associates degree or higher in a related IT or Computer Science discipline
• Working knowledge of MS systems, i.e. Excel, PowerPoint, Outlook and Word

• Strong oral and written communication skills
• Maintains a high level of professionalism with the ability to establish positive rapport through every customer interaction
• Detail oriented team player
• Possess exceptional customer service and verbal communication skills
• Has the ability to listen and communicate effectively with customers and team members
• Demonstrate a commitment to excellence
• Ability to work well independently and as a member of a team
• Has the ability to work in a fast paced, high volume and stressful environment
• Ability to work under general supervision

Close vision, distance vision, peripheral vision, depth perception, ability to adjust focus, ability to distinguish colors. Ability to view computer monitors for extended periods.

Normal office conditions, day, swing, night, full time, part time, rotating time shifts. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Light and Wonder Corporation and its affiliates (collectively, "LNW") are engaged in highly regulated gaming and lottery businesses. As a result, certain LNW employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure LNW complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, LNW requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with LNW (to the extent permitted by law), you shall be asked to consent to LNW conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.

LNW is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, sexual orientation, veteran status, or on the basis of disability or any other federal, state or local protected class. If you'd like more information about your equal employment opportunity rights as an applicant under the law, please click here: EEOC Poster.

Light & Wonder is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you'd like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.