Customer Service Specialist

Corporate:

Light & Wonder’s corporate team is comprised of incredible talent that works across the enterprise, defying boundaries to provide essential services in an extraordinary manner to ensure the success of the organization and the well-being of employees.

Position Summary

The Customer Service Specialist is a key member of Global Shared Services – Accounts Receivable, serving as the first point of contact for customer inquiries while combining three core capabilities: customer service (CSR), billing, and customer master data management. The role ensures customers are set up correctly, invoiced accurately and on time, and receive timely, professional resolution to billing questions and disputes. The Customer Service Specialist works across regions and functions to resolve issues at the root, protect data integrity, and support Light & Wonder’s mission of operating accurately, efficiently, and politely in the background so the business can maximize profitability.

Job Description:

• Serve as the primary point of contact for customer and internal inquiries received by phone, email, and the ticketing system; prioritize and resolve within established SLAs.
• Research and resolve customer questions on invoices, credits, pricing, payments, and account status; provide invoice copies and supporting documentation on request.
• Calculate, prepare, and issue customer invoices and credits accurately and on schedule, including manual invoices with correct revenue coding under general accounting principles.
• Verify the accuracy of billing data and contract terms prior to processing; review agreements and translate terms into the ERP so billing is correct.
• Process customer data change requests in the ERP (bill-to/ship-to, addresses, tax, payment terms, contacts), validating accuracy and completeness.
• Perform regular customer master data integrity and quality audits; identify and correct duplicates, missing fields, and inconsistencies.
• · Record, store, and analyze customer, billing, and account information; transfer information from hardcopy or email to the correct system accurately.
• Communicate with Sales, Collections, Field Service, Contract Management, Legal, IT, and other teams on account status, potential delinquencies, and dispute resolution.
• Perform account reconciliations and analysis to identify solutions; advise other departments on process improvements that prevent recurring disputes.
• Investigate issues to identify root causes, document them, and escalate for corrective action.
• · Provide audit documentation to support internal and external audit activities.
• Support departmental metrics and continuous process improvement, including the rollout of new customer service tools.
• Perform additional duties and activities assigned by management.
• Adhere to all department policies, procedures, and performance expectations.

Key Responsibility:

ARWR Ticket Triage & Resolution

The Customer Service Specialist owns the full lifecycle of customer disputes and requests in the ticketing system (ARWR), from initial triage through final resolution, ensuring accuracy, compliance with internal controls, and audit-ready documentation.

Essential Activities Include:

• Triage and prioritization: Review incoming tickets, prioritize by severity and SLA, and route or resolve appropriately.
• Cross-functional collaboration: Work with Sales, Field Service, Collections, Contract Management, Legal, and IT to gather information and validate the nature of the issue.
• Internal controls & approvals: Confirm that required approvals are obtained from appropriately authorized parties and documented in the ticket.
• Evidence gathering and validation: Collect and analyze supporting evidence such as contracts, RMAs, pricing approvals, service documentation, and communication trails.
• Dispute value calculation: Determine financial impact by reviewing billing history, recalculating charges, and identifying over- or under-billing; document logic and data sources.
• Root cause analysis & ownership: Identify the underlying cause (contract or customer data setup, billing error, system issue, missing documentation) and assign it to the responsible team to reduce repeat errors.
• Customer data correction: Update customer master data (change requests) when it is the root cause, and verify the fix flows through to billing.
• Resolution & documentation: Apply approved corrections, issue credit memos or adjustments as appropriate, communicate the outcome to the customer, and close the ticket with complete evidence, approvals, calculations, and root-cause findings.

Qualifications

Education: High school diploma required; bachelor’s degree or additional finance or accounting coursework preferred, or equivalent experience.

Experience: Minimum of 2 years of experience in billing, accounts receivable, customer service, finance, or accounting; experience with customer master data or ERP data entry preferred. Gaming industry and Oracle EBS experience a plus.

Knowledge, Skills, & Abilities:

• Proficiency in Microsoft Office applications (Excel in particular) and ability to learn new systems quickly.
• Strong customer service, communication, and active listening skills, with professional writing ability and the ability to be assertive and tactful with customers.
• High attention to detail with strong organizational and administrative skills; meticulous approach to verifying data.
• Ability to prioritize and manage multiple assignments independently and meet SLAs.
• Ability to read, interpret, and verify data from multiple formats; working knowledge of data retrieval.
• Strong analytical and problem-solving skills, including reconciliations and root cause analysis.
• Understanding of basic accounting principles.
• Ability to maintain confidentiality and exercise sound judgment.

Work Conditions:

• Primarily office-based work environment.
• May be required to support global teams across various time zones.

Additional Requirements:

Depending on the company’s regulatory obligations, employees may be required to undergo background checks, licensing, or other compliance-related screenings as part of employment.

Light & Wonder and its affiliates (collectively, “L&W”) are engaged in highly regulated gaming and lottery businesses. As a result, certain L&W employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation, or contracts. In order to ensure L&W complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, L&W requires all its employees to meet those requirements that are necessary to fulfill their individual roles.  As a prerequisite to employment with L&W (to the extent permitted by law), you shall be asked to consent to L&W 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.
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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 (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf).

- High school diploma required; bachelor’s degree or additional finance or accounting coursework preferred, or equivalent experience. - Minimum of 2 years of experience in billing, accounts receivable, customer service, finance, or accounting. - Experience with customer master data or ERP data entry preferred. - Proficiency in Microsoft Office applications (Excel in particular) and ability to learn new systems quickly. - Strong customer service, communication, and active listening skills, with professional writing ability and the ability to be assertive and tactful with customers. - High attention to detail with strong organizational and administrative skills; meticulous approach to verifying data. - Ability to prioritize and manage multiple assignments independently and meet SLAs. - Ability to read, interpret, and verify data from multiple formats; working knowledge of data retrieval. - Strong analytical and problem-solving skills, including reconciliations and root cause analysis. - Understanding of basic accounting principles. - Ability to maintain confidentiality and exercise sound judgment.