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Customer Service Representative II


St Thomas, VI, 802

Requisition ID:  11658

IGT (NYSE:IGT) is a global leader in gaming. We deliver entertaining and responsible gaming experiences for players across all channels and regulated segments, from Lotteries and Gaming Machines to Sports Betting and Digital. Leveraging a wealth of compelling content, substantial investment in innovation, player insights, operational expertise, and leading-edge technology, our solutions deliver unrivaled gaming experiences that engage players and drive growth. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has approximately 10,500 employees. For more information, please visit



If you get excited about online social and mobile games that leverage the power of cloud services and Facebook then this is an opportunity you will want to explore! We are looking for stellar Player Experience Agent to join our team. You will be a champion for our team and players. To be a champion for our team means coming to work with a positive attitude and maintaining that positive attitude throughout the work day. You will be an active voice for our players and share player sentiment and feedback within the leadership team, as appropriate. As a team, we should meet or exceed all internal service levels for our players.

You will be providing top notch player experiences by:

  • Understanding the features and rules of our site and explain them in writing.
  • Developing issue-specific written responses consistent with guidelines.
  • Providing DoubleDown Casino players with information and support via email.
  • Providing compensation for game issues within approved guidelines.
  • Escalating, as appropriate, to the leadership team any concerns regarding workflow or customer sentiment.
  • Partnering with internal teams to help with additional tasks assigned by leadership such as special projects, as well as new and existing initiatives.


  • 2+ years' experience with high volume email support.
  • Able to work a swing shift - Sunday, Monday, Tuesday, Friday, Saturday, start time late afternoon (2pm or later).
  • Experience with a leading CRM software tool.
  • Very detail oriented.
  • Touch typing skills at minimum 50 WPM a must.
  • The ideal candidate loves playing social games.
  • Excellent written communication.
  • Able to pass a Security Background Investigation


  • Strong test aptitude and customer focus orientation, games experience is a plus.
  • Associate degree or equivalent experience.

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership



IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged.  IGT is an equal opportunity employer. We provide equal opportunities without regard to sex, race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, gender identity or expression, marital or family status, and any other personal attributes protected by federal, provincial or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.

IGT (NYSE: IGT) is the global leader in gaming.  For more information, please visit

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