Job Description

We’re looking for customer-centric Customer Service Lead to join our Digital Engagement team within Michigan remotely. 

As a Customer Service Lead you will assist players and agents with a customer-centric mindset and provide world-class support to our clients. In this role, you will interact with players through live chat, email, social media, and phone to enhance the player experience with online Lottery games. You will become a subject matter expert, providing in-depth support and guidance to the team, and overseeing the resolution of high-priority issues.

Who We Are

Experience the forefront of innovation with Pollard Digital Solutions a division of Pollard Banknote, where we lead the charge in revolutionizing digital solutions for state lotteries. From groundbreaking initiatives like iLottery to crafting immersive player experiences that champion noble causes globally, our team's innovative spirit is driving impactful changes in the industry. Join us in this exhilarating journey, where every contribution makes a difference in shaping the future of lottery gaming.

What We Offer

• Competitive compensation
• Profit sharing program – every role plays a part in our success!
• Health & Extended Benefits
• Opportunities for professional development
• Tuition reimbursement
• Employee & Family Assistance Program

What You'll Do

• Assist customer service agents with escalated inquiries and complaints.
• Develop a deep understanding of our products and services, processes, and acting as a go-to resource for team members.
• Mentor and support customer service agents, sharing best practices to improve team performance.
• Handle high-priority and complex customer cases with professionalism and efficiency. 
• Monitor and evaluate customer interactions to ensure adherence to quality standards.
• Provide explanations on lottery products, including draw-based and e-instant games, promotions, and policies. 
• Adhere to regulatory requirements and company policies related to responsible gaming and customer verification.
• Troubleshoot technical issues related to computer/tablet/cell phone applications according to established department policies and protocols
• Communicate special marketing offers to VIP customers
• Maintain customer confidentiality

Who You Are

• Skilled in communication, adept at conveying ideas clearly and professionally
• Customer-focused, ensuring client needs are prioritized and effectively met
• Skilled in problem-solving, capable of analyzing complex issues and devising practical solution
• Attentive to detail, consistently delivering accurate and high-quality work.
• Collaborative team player, fostering cooperation and productivity
• Positive and enthusiastic, bringing motivation to tasks and interactions.

What You'll Bring

• 1+ years of customer service lead or supervisory experience. 
• 3+ years of customer service experience. 
• Ability to successfully obtain a Gaming License.
• Ability to travel minimally as required.

Pollard Banknote Limited is an equal opportunity employer, committed to promoting and maintaining a diverse and inclusive workforce. Reasonable accommodations are available upon request.

Employment is contingent upon a satisfactory response from a Criminal Record Search.

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