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Customer Service Supervisor


St. Thomas, VI, VI, 0000

Requisition ID:  5583

IGT is the global leader in gaming. We enable players to experience their favorite games across all channels and regulated segments, from Gaming Machines to Lotteries to Interactive. 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 over 12,000 employees.


Be responsible for overseeing the operations and driving the delivery of sales and revenue goals of St. Thomas Lottery Retail Sales Store(s). The Customer Service Supervisor will also lead service support functions for customers and stakeholders, including but not limited to Retail Agents, players and prize winners, exemplifying the core IGT values: passion, pioneering, responsible, authentic, collaborative.  

  • Oversees the day-to-day operations and administrative responsibilities of The St. Thomas Retail Sales store and proactively leads the customer service support function, ensuring operational effectiveness, efficiency and compliance with company goals, policies, process, KPIs and budgets, and approach demonstrative of the IGT values.  
  • Ensures the St. Thomas Retail Sales store represents the model “Caribbean Lottery” agent location, through proactive, sustained, consistent execution and delivery of company best practices backed by a high level of professional and pleasant customer service experience.   
  • Responsible for the administrative and resource management functions to facilitate the effective operations of the customer service department and Retail store. 
  • Responsible for oversight and supervision of Cashier personnel at site including time scheduling, meeting of sales targets and their adherence to company accounting policies and procedures.  
  • Ensure cash receipts from agents and retail office sales are in balance on a daily basis utilizing reconciliation reports.  
  • Reviews, analyzes, recommends, develops and executes on functions of the Customer Relationship Management process, including relationship management strategy, policy, process, escalation procedures, etc.   
  • Management of customer service matters, including but not limited to queries, complaints, issues, reversals, requests, troubleshooting; working alongside relevant departments through to completion and customer closure (as required).    
  • Leads the agent retention process through escalated issue management, resolution and support, working alongside various departments and stakeholders (as required). 
  • Identifies, develops plans, manages, coordinates and reports on activities and initiatives to facilitate department goals, KPIs, sales and market growth


  • A minimum of an Associate Degree or Certification in Sales or Business Administration   
  • 3 years experience in Sales, Administration, Customer Service or  Operations ,  
  • Retail supervisor experience (a plus) 
  • Knowledge of general office procedures, business etiquette. 
  • Advanced English Level 
  • Must have Driver’s License 
  • Microsoft Office Knowledge  

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, and to 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 race, color, religion, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, citizenship, covered veteran status, ancestry, age, physical or mental disability, medical condition, genetic information, or any other legally protected status in accordance with applicable local, state, federal laws 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