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Call Center Representative
Call Center RepresentativeELITE GAMING LLC • Des Plaines, IL, US
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Call Center Representative

Call Center Representative

ELITE GAMING LLC • Des Plaines, IL, US
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Job Description

Job Description

Benefits :

  • 401(k) matching
  • Bonus based on performance
  • Dental insurance
  • Health insurance
  • Paid time off

Job Title : Call Center Representative

Location : Illinois

Employment Type : Full-time, Remote

Requirements :

  • High School diploma or GED equivalent

    • Job Summary

    We are seeking a friendly and professional Call Center Representative to join our team. In this role, you will take inbound and outbound calls, communicate with customers to identify their needs and provide helpful solutions that ensure they have a great customer service experience with our company. The ideal candidate is friendly, computer savvy, and able to remain calm under pressure.

    Job Responsibilities

    As a Service Call Center Representative at Elite Gaming LLC , you will be responsible for ensuring efficient, timely, and professional support for our gaming operations. Your primary responsibilities include :

  • Fielding Service Calls

    • Receive and respond to all incoming service calls through RingCentral. Maintain a professional, polite, and service-oriented demeanor at all times.

  • Technician Dispatch and Ticket Tracking

    • Monitor, assign, and track service tickets. Dispatch technicians according to urgency and availability while providing accurate ETAs to the caller and ensuring prompt resolution.

  • Remote Troubleshooting

    • Utilize tools such as Bomgar and Kasa to remotely access terminals and troubleshoot issues, minimizing the need for technician dispatch where possible.

  • Camera and Terminal Monitoring

    • Access and review camera feeds to assess the current status of VGTs (Video Gaming Terminals) and determine appropriate next steps for resolution.

  • RMS Monitoring and Escalation

    • Regularly review RMS to identify any low levels or operational concerns. Notify Route Manager Mariusz of any low-level alerts. For escalated service issues, inform Service Manager Paris , who will assist in handling and resolving critical calls.

  • Customer Communication

    • Maintain open lines of communication with callers regarding status updates, resolutions, and follow-ups. Ensure that all interactions are conducted with a high level of professionalism and courtesy.

    Desired Skills and Qualifications

  • Strong multitasking and time-management skills
  • Experience using RingCentral or similar call center systems
  • Familiarity with remote access tools such as Bomgar and Kasa
  • Basic understanding of VGT operation and gaming floor protocols
  • Clear, professional verbal and written communication
  • Ability to remain calm under pressure and handle high call volumes
  • High level of integrity, reliability, and customer service orientation

    • Company-Provided Supplies

    To ensure you are fully equipped for success in your role, Elite Gaming LLC will provide the following :

  • Company cell phone
  • Company laptop
  • Initial on-site visits for training

    • Qualifications

  • High school diploma / GED
  • Previous experience as a Call Center Representative or in a similar role is preferred
  • Excellent phone and verbal communication skills
  • Understanding of active listening techniques
  • Familiarity with Customer Relationship Management (CRM) programs
  • Ability to work well under pressure
  • Highly organized with the ability to prioritize projects and manage time effectively

    • Pay range varies based on experience and qualifications.

    This is a remote position.

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    Call Center Representative • Des Plaines, IL, US