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Customer Service Manager

Lottery:

Lottery games are one of the biggest consumer products on the planet and Scientific Games is the world’s largest supplier. Our lottery games have been entertaining and thrilling players since 1973. Most importantly our games fund good causes like education, health and welfare, senior citizens, roads, bridges and the environment.

Scientific Games supports lotteries in more than 50 countries by delivering industry leading marketing and insights, unmatched retailer innovation, developing first class mobile-based products and most recently launching our virtual SG Sports betting platform.

We are looking for employees interested in helping Scientific Games strengthen our position as the world’s foremost leader in lottery products and services.

Scientific Games:

Scientific Games (SG) is a global leader focused on delivering an ever-expanding portfolio of lottery and gaming products and services to the world's government-regulated and government-sponsored entities. Scientific Games' global reach is made possible through the expertise, skill and dedicated efforts of its 8,000+ employees who serve lottery and gaming customers in more than 100+ countries on 6 continents.

Position Summary

Job Description

Monday – Friday; Day shift schedule

Quarterly Bonus Plan

Benefits available DAY 1 – great Medical, Dental & Vision plans + more!

401k plan

PTO time – 17 days a year!

Position Summary:

The Inside Sales Manager will plan, organize, direct and control the activities of the Tel-sell representatives/Inside Sales Reps. Will audit and provide reporting metrics as to the effectiveness of the inside sales organization. They will also be a working supervisor and will provide phone support as needed in staff shortages or high volume scenarios.

Job Functions:

• Oversee the day to day activities of the inside sales representatives
• Responsible for the training of assigned personnel
• Manage the process of initiating retailer calls by telephone, analyze retailer feedback and provide information requested or ascertain who can best provide the information and route the request to the proper person
• Establish call lists and retailer order priorities with the RSS staff
• Draft TelSell scripts for Lottery review and approval
• Assist the CSP Manager with establishing goals, incentives and departmental promotions
• Report retailer information to management regarding all products and services experienced by the retailers
• Train, explain tasks and assist in the solution of problems
• Prepare and present reports and other documentation on a timely basis
• Review TSRs paperwork, including, but not limited to, daily call and phone activity reports
• Monitor Automated Call Distributor (ACD) daily and provide monthly reports or as needed
• Implement key corporate initiatives as required
• Establish quarterly and annual goals with each inside sales rep., and evaluate at the end of each quarter
• Monitor Lottery ticket sales and take action to help maximize sales for each inside sales rep.
• Provide daily direction and feedback to ensure the RSSs have a good understanding of the job and current priorities
• Serve as a conduit between Inside Sales Reps and the Lottery by quickly communicating to the Lottery any questions or problems encountered by RSSs to the appropriate parties at the Lottery
• All other duties as assigned

Position Requirements/Qualifications:

• High School Diploma or equivalent
• Excellent computer skills including, but not limited to, "MS Office" applications (Outlook, Excel, Word, Access, PowerPoint etc.)
• 5 years experience in Customer Service related role
• 1-3 years supervisory experience
• Experience with the Lottery is a plus

Skills/Abilities:

• Proven telephone customer service experience
• Good administrative skills and the ability to prioritize
• Detail oriented
• Excellent verbal and written communication skills
• Ability to remain tactful and diplomatic in difficult situations
• An understanding of the dynamics of selling in a retailer environment
• Basic math aptitude

Ability to handle multiple task/project simultaneously

Qualifications

Work Conditions

Scientific Games Corporation 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, ethnicity, gender, sexual orientation, veteran status, or on the basis of disability or any other federal, state or local protected class. If you’d like more information, please click on this link: EEO Poster

Scientific Games Corporation 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.