Customer Service Representative I

OVERALL OBJECTIVE AND PURPOSE:

The Customer Service Coordinator supports operations for the Customer Service Department and The Caribbean Lottery Flagship Store.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Handles the operations and administrative tasks for the Customer Service Department and the Caribbean Lottery Flagship store, ensuring operational efficiency and alignment with company objectives, policies, processes, critical metrics, and budgets, while embodying the IGT values.
• Maintain the Flagship store's image as a model "Caribbean Lottery" agent location with consistent, proactive service.
• Collaborates with internal and external collaborators to handle and support customer service and Flagship store support functions.
• Collaborates with Business Operations Supervisor to ensure administrative and resource management functions are completed to facilitate efficient and effective operations.
• Supports new agent recruitment, onboarding training, and other support as required for new agents.
• Responsible for selling and upselling Terminal Games, Instant Scratch Tickets, and Commercial Services to customers.
• Promotes sales by upselling to achieve incremental sales growth and established targets.
• Greets and interacts with all customers in the Retail Office in a courteous, welcoming, professional manner.
• Ensures accurate and timely processing, accounting, and reporting of daily sales, cash, and other inventory within the Flagship Store.
• Answers the telephone and takes messages in a tactful manner.
• Updates Draw Boards and posts winning results and promotional material.
• Responsible for keeping the Retail Office and work area tidy at all times and maintaining signs.
• Ensures reception area is tidy at all times and maintains signs around the office.
• Periodically assists and supports Agent Reps in servicing customers.
• Performs other duties assigned by the Site Supervisor or their designee related to the operation of the business.

Qualifications

Minimum education

• Diploma or Associate's Degree, or equivalent experience

Years’ Experience

• Two (2) years’ experience in a similar position and responsibilities

ESSENTIAL REQUIREMENTS

• Moderate digital literacy skills with experience using MS Office programs (including but not limited to Outlook, Word, and Excel)
• Highly professional attitude with outstanding business etiquette, networking, negotiation, interpersonal, and communication skills
• Focused, strict, and self-motivated, maintaining a positive attitude and proactive solutions-focus approach even when performing under stressful circumstances
• Shows ability to lead, getting results in fast-paced environment, collaborating with teams with multifaceted strengths.
• Well organized with strong time management skills
• Resourceful problem-solver who shows a deep dedication and aim for high performance, with a sharp focus on details
• Genuinely demonstrates a high level of integrity and maintains confidentiality of information required on the job
• Flexible to work extended hours based on business needs (evenings, weekends, and public holidays)

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