CSR ll REMOTE

Harvard Resource Solutions is seeking Customer Service Representatives II/Sr. Agents for their online gaming/lottery services client in Lansing on a direct hire basis.

Remote

Shifts will vary

Must be willing to work a Saturday or Sunday ( $1.00hr extra per hour shift premium).

Client will only consider candidates who live in Michigan

Summary

Do you want to be part of an awesome, exciting industry and work in

a dynamic, interactive workplace? This position will provide the best excitement of a start-up company with fast-paced, challenging work, tremendous growth potential and gives you the opportunity to work with a leading provider of internet lottery solutions during one of the most transformative times in the industry.

Duties

In this role you will interact with customers through live instant messaging, email and telephone to enhance player experience with online Lottery games by answering questions, providing information, resolving technical issues and providing flawless customer service and basic technical support.

Assist staff with escalated calls, customer concerns, and technology issues

Responsible for Ad hoc reporting

Requirements

3 +years experience as an Agent in an Inbound Call Center.

1 year experience working remote

Experience handling 2 or more concurrent contacts, across multiple communication channels.

Organized with excellent time-management skills

Strong Interpersonal and consulting skills.

Ability to manage multiple tasks in a fast-paced environment.

Strong problem-solving and decision-making skills.

Knowledge of basic computer programs and applications.

Flexibility to work evenings, weekends, and holidays as required.

Experience with CRM software preferred.

Knowledge of de-escalation techniques and strategies, such as active listening, empathy, and emotional regulation.

Strong conflict resolution skills, including the ability to negotiate and find mutually beneficial solutions.

Willingness to undergo additional training or certification, as required by the employer.

Proficient with MS Office

Demonstrated ability to handle confidential and sensitive information with discretion.

If you are a high performer and would like to work for an equally high performing company and you think the above opportunity is appropriate for you, we invite you to apply to this job and email your resume to

We treat all resumes with strict confidentiality. We will always contact you first before submitting your resume to our client(s) for review. If you do not receive correspondence, you are not a fit for this position.

At Harvard Resource Solutions, our talent acquisition team is proud to provide our clients with the most qualified Administrative & Clerical talent in the industry today.

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