Elite Gaming is hiring: Call Center Representative in Des Plaines

Benefits:

401(k) matching

Bonus based on performance

Dental insurance

Health insurance

Paid time off

Job Title: Call Center Representative

Location: Illinois

Employment Type: Full-time, Remote

Requirements:

High School diploma or GED equivalent

Job Summary

We are seeking a friendly and professional Call Center Representative to join our team. In this role, you will take inbound and outbound calls, communicate with customers to identify their needs and provide helpful solutions that ensure they have a great customer service experience with our company. The ideal candidate is friendly, computer savvy, and able to remain calm under pressure.

Job Responsibilities

As a Service Call Center Representative at Elite Gaming LLC, you will be responsible for ensuring efficient, timely, and professional support for our gaming operations. Your primary responsibilities include:

Fielding Service Calls Receive and respond to all incoming service calls through RingCentral. Maintain a professional, polite, and service-oriented demeanor at all times.

Technician Dispatch and Ticket Tracking Monitor, assign, and track service tickets. Dispatch technicians according to urgency and availability while providing accurate ETAs to the caller and ensuring prompt resolution.

Remote Troubleshooting Utilize tools such as Bomgar and Kasa to remotely access terminals and troubleshoot issues, minimizing the need for technician dispatch where possible.

Camera and Terminal Monitoring Access and review camera feeds to assess the current status of VGTs (Video Gaming Terminals) and determine appropriate next steps for resolution.

RMS Monitoring and Escalation Regularly review RMS to identify any low levels or operational concerns. Notify Route Manager Mariusz of any low-level alerts. For escalated service issues, inform Service Manager Paris, who will assist in handling and resolving critical calls.

Customer Communication Maintain open lines of communication with callers regarding status updates, resolutions, and follow-ups. Ensure that all interactions are conducted with a high level of professionalism and courtesy.

Desired Skills and Qualifications

Strong multitasking and time-management skills

Experience using RingCentral or similar call center systems

Familiarity with remote access tools such as Bomgar and Kasa

Basic understanding of VGT operation and gaming floor protocols

Clear, professional verbal and written communication

Ability to remain calm under pressure and handle high call volumes

High level of integrity, reliability, and customer service orientation

Company-Provided Supplies

To ensure you are fully equipped for success in your role, Elite Gaming LLC will provide the following:

Company cell phone

Company laptop

Initial on-site visits for training

Qualifications

High school diploma/GED

Previous experience as a Call Center Representative or in a similar role is preferred

Excellent phone and verbal communication skills

Understanding of active listening techniques

Familiarity with Customer Relationship Management (CRM) programs

Ability to work well under pressure

Highly organized with the ability to prioritize projects and manage time effectively

Pay range varies based on experience and qualifications.

This is a remote position.