Retailer Care Center Specialist

Scientific Games:

Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward.

Position Summary

The Retailer Care Center Specialist position will be responsible for managing the SLA report, manage logistical reporting while creating new logistical reporting by area, manage inventory of all equipment found at a retailer location, customer support to Ohio State Lottery Agency (OSLA), assist field service staff with troubleshooting problems and field activities, manage late penalties, and maintenance and distribution of consumable products as it pertains to the equipment.  This position will have high visibility to the customer and internal staff, along with all levels of management.  This position will report to the Senior Field Service Manager.

Job Functions:

• Create, maintain, and distribute the SLA report to the Ohio Lottery as per contract
• Create and manage logistical reporting for the Ohio jurisdiction
• Terminal Movement Schedule - Coordinate delivery, removal and relocation schedule for all regions of Ohio.  Assist with development of new process and implementation.
• As it pertains to Service Level Agreement reports (SLA), review the call queue for all service call activity, provide late-call reports, review late call justification and assist Field Service Managers with all facets of the report.
• Monitor call-queue – Traffic flow, accuracy and call assignments, accuracy in priority levels, and management of queue to minimize SLA’s, and collaborate with Dispatch on any call-queue discrepancy.
• Provide level one support to customer and site for escalated retailer issues.
• Provide reports and statistics and in some cases, statistical analysis of various data types including retailer sales, PM schedules, Technician schedules, communication types and associated issues, service calls review, chronic retailer management, asset management, and consumable management. Each member of the RCC must be proficient with the use of Smart Services and associated applications, i.e., Business Intelligence reports, Dynamic Scheduling Engine (DSE) etc.
• Assist with field schedule management.
• Proactive Programs: Assist with development and implementation of all programs related to Field Operations.
  • Chronic Retailer Management
  • Service Call Follow Up
  •  Terminal Performance
  • Staff Performance
  • Work with the Global Service Center (GSC)
• Information distribution: Act as a point of contact for lottery personnel and site personnel as it relates to Field Operations. Assist with development of communication plans to Field, site, GSC and OH Lottery personnel.
• GSC Liaison: Act as point of contact for OH site for all GSC related activities.
• Assist with developing documentation for various new and existing programs as necessary

Position Requirements/Qualifications:

• An Associate’s Degree in related field or 1-3 years of equivalent experience.
• Must have strong communication and interpersonal skills.
• Must be proficient in Microsoft Office
• Excellent customer service skills.
• Intermediate computer software and hardware knowledge.

Skills/Abilities:

• Able to prioritize multiple projects.
• Ability to convey thoughts, ideas, and materials to all departments.
• Ability to develop and maintain positive working relationships.
• Ability to compile and analyze statistical information.
• Ability to quickly learn and understand new technologies.
• Ability to work with all levels of management.

Qualifications

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.

Work Conditions

Scientific Games, LLC and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses.   As a result, certain SG 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 SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles.  As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG 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. 
 

SG 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.

- Associate’s Degree in related field or 1-3 years of equivalent experience. - Strong communication and interpersonal skills. - Proficient in Microsoft Office. - Excellent customer service skills. - Intermediate computer software and hardware knowledge. - Able to prioritize multiple projects. - Ability to convey thoughts, ideas, and materials to all departments. - Ability to develop and maintain positive working relationships. - Ability to compile and analyze statistical information. - Ability to quickly learn and understand new technologies. - Ability to work with all levels of management.