Lead Customer Service Specialist I - Las Vegas, NV (Hybrid)

Department: Loyalty Services

Employment Type: Full Time

Location: Las Vegas, Nevada - FinTech Innovation Center

Reporting To: Director of Support Opperations

Description

We are seeking a Lead Customer Service Specialist I to join our innovative team at Everi. In this role, you will lead and inspire a team of customer service specialists, providing day-to-day coaching, feedback, and development to ensure exceptional service delivery. You’ll utilize your technical expertise to resolve software and hardware issues, collaborate with product and development teams to enhance quality, and contribute to process improvements. With a focus on customer satisfaction, data security, and team productivity, you’ll play a vital role in delivering seamless support experiences while fostering a culture of excellence and growth.

What Will You Be Doing?

Inspire and Lead: Mentor and guide a team of customer service specialists, providing coaching, feedback, and professional development. Resolve with Expertise: Investigate and resolve technical software and hardware issues via tickets, calls, and emails with exceptional efficiency. Collaborate and Innovate: Partner with product and development teams to enhance product quality, identify trends, and recommend improvements. Document and Optimize: Maintain detailed records of support activities and help refine processes, procedures, and customer-facing documentation. Ensure Excellence: Deliver timely, knowledgeable, and personalized customer support that exceeds expectations. Drive Team Success: Manage hiring, training, scheduling, and performance evaluations, fostering a high-performing team culture. Champion Data Security: Uphold strict confidentiality and compliance standards to protect customer and company data.

Skills, Knowledge, & Expertise for the job:

Education: 

• High School Diploma required; Bachelor’s Degree preferred.

Experience:

• 5–8 years of customer support in a help desk or technical support environment; industry experience preferred.
• 0–2 years of supervisory experience, with a proven ability to manage and inspire teams.

Skills:

• Advanced proficiency in Microsoft Office and Windows operating systems.
• Expertise in software troubleshooting, hardware peripheral management, and basic software architecture.
• Strong communication, facilitation, and customer relationship skills.
• Knowledge of incident management and workforce planning.

Mindset: 

• Driven, proactive, and committed to continuous improvement.

What's In It For You?

• Competitive salary and benefits package.
• Comprehensive healthcare benefits, including medical, dental, vision, pet insurance, gym reimbursement, and more!
• Retirement savings plan with employer match.
• Discretionary Time Off (DTO) - No more “banking hours” to take a day off and the perfect way to prevent burnout and improve productivity.

Building on a solid culture and resounding positive feedback from Everi employees, Everi continues to receive recognition as a Top Workplace in 2021, 2022, and 2023. The compensation for this role considers a wide range of factors, including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential for the location at which the position may ultimately be filled. At Everi, it is not typical for all individuals to be hired at or near the end of the range; compensation decisions depend on each case’s facts and circumstances. A reasonable estimate of the current range is $60,000 - $64,000 annually.
Everi is an Equal Opportunity Employer. All qualified applicants and employees will be afforded equal employment opportunities without discrimination because of race, creed, color, national origin, sex, age, disability, marital status, or any other characteristic or class protected by federal, state, or local law.
** For All External Staffing Agencies **
Everi does not accept unsolicited agency submittals. Please do not forward resumes to our Executive team, Management team, or any current Everi employee for review. Everi is not responsible for any fees related to unsolicited resumes.

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