Lead Customer Service Specialist

Position Summary

SciPlay is a leading developer and publisher of digital games on mobile and web platforms, providing highly entertaining free-to-play games that millions of people play every day for their authenticity, engagement and fun.

SciPlay currently offers seven core games, including social casino games Jackpot Party Casino, Gold Fish Casino, Hot Shot Casino and Quick Hit Slots, and casual games MONOPOLY Slots, Bingo Showdown and 88 Fortunes Slots with offices all over the world!

Job Summary: The Lead Customer Service Specialist – Training & Onboarding New Games will train all new agents for the customer support team and continue supervising, monitoring, mentoring and developing new agents for at least the first 3-6 months of employment or until fully prepared to move to another team within the CS department. They will help establish the processes involved with onboarding & handling the implementation of new tools, systems and new games. Along with that they will create and facilitate the training of CS agents/management for all new tools, systems, new games and create ongoing/refresher training  material & courses for current processes in the CS department. Most importantly make sure each agent is delivering the best service & experience to our customers and that they have all the tools, knowledge and guidance each needs to succeed. They must be able to maintain excellent working relationships with all game development teams, the VIP team, interdepartmental teams and other cross company teams to ensure there is a strong partnership that keeps focus on the overall customer experience.

Essential Job Functions:

• Responsible for assigned agents output, mentorship, evaluations, weekly or bi-weekly quality reviews, schedules, timecards, conflict resolution, and recognition to maintain highly motivated and engaged employees.
• Creating and improving the CS department training program for new employees and ongoing training material for existing team members.
• Establishing a standard set of requirements and procedures for onboarding new games and being the CS Point of Contact during the initial onboarding time period.
• Creating training material for existing CS team members for all new games, features, admin tools and systems.
• Be an expert on CS processes & systems and knowledgeable on SciPlay games and their core features.
• Produce, assess and interpret CSAT score reports and provide summary for management team weekly/monthly
• Quality assurance reviews for all agents to ensure consistency across the teams.
• Assess end of day reports, produce and interpret summary report to department management regarding assigned team and overall highlights/initiatives/issues, etc on a weekly/monthly basis.
• Attend game team syncs with the CS & VIP departments to understand upcoming new features or other areas of change that may require training material.
• Collaborate with game teams & become involved with upcoming features to determine potential new admin tools that will be needed, assist with testing and create/facilitate training for the CS & VIP teams.
• Assist in developing and implementing organized procedures, automatically generated responses, instructions, and guidelines for handling a varying degree of common customer issues.
• Advise and contribute to content articles to improve general user understanding of game concepts and other features on help centers and internal knowledge base.
• Availability outside of scheduled hours to assist their team or at times, work additional hours, when an issue has been escalated that risks KPI’s or affects customers’ experience.
• Monitor and analyze billing-related trends to identify and address recurring issues.

Qualifications

Education:

• Bachelor’s degree in communications, business or related field or equivalent relevant work experience

Required Experience:

• At least 4 years of customer service or related experience
• At least 2 years experience in managing a team
• At least 1 year of training experience
• Experience with online CRM & service tools

Knowledge, Skills & Abilities:

• Strong verbal and written communication skills.
• Ability to efficiently regulate and prioritize tasks for oneself and several employees.
• Strong motivation and creativity for delivering online support services managed on different platforms
• Has knowledge of concepts, practices, and procedures about technical and customer support and troubleshooting software and operating systems.
• Working knowledge of Microsoft office products, and customer support or customer relationships systems
• A willingness to expand one's knowledge by learning game-specific issues and fixes for an extensive library of existing products.
• Outstanding people skills & positivity
• Data analysis and the ability to interpret/analyze data in regard to agent output

Preferred Experience:

• Experience in Social Gaming
• Experience with Service/CRM system such as Salesforce, Helpshift, Service Now, Zendesk

We are SciPlay! We make games!

At SciPlay, we are programmed to think untraditionally, and we believe in doing what you love and doing it well. We take pride in our ability to stay ahead of the game! We are the brainiacs behind-the-scenes; innovating, dreaming, and navigating the social gaming world. Together, if we stay passionate and ambitious with our goals, no one can stop us from becoming the #1 social and casual gaming company.

A few of our highlighted perks and benefits:

·        Competitive salaries

·        Annual bonuses, matching 401k

·        Hybrid work model (3 days in office)

·        Fun environment: Open Office Concept with Ergonomic Seating and Standing Desks. Game Room featuring current generation consoles, numerous game titles, and various table games.

·        Food! Fully Stocked Kitchen with Beverages and Snacks, as well as company-paid lunches 2x/week

·        Paid Family Leave

·        Paid Volunteer Time

·        Annual 2-night company retreat

Read More About Our Values Here:

https://www.sciplay.com/life-at-sciplay

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At SciPlay we are dedicated to building a diverse, inclusive, and authentic workplace. Both professionally and personally, we believe our differences are key to unlocking our superpowers. So, if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles we have! #beYOU 

SciPlay is a wholly-owned subsidiary of Light & Wonder, Inc. At Light & Wonder, it’s all about the games! Learn more at www.lnw.com.

SciPlay Corporation and its affiliates (collectively, SciPlay) are committed to creating a workforce of credibility and dependability. As a prerequisite to employment with SciPlay (to the extent permitted by law), you shall be asked to consent to SciPlay conducting a due diligence/background investigation on you. This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above. SciPlay is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here EEOC Poster. 

#LI-TD1 #LI-onsite

Light & Wonder is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.