We are NeoPollard Interactive. Digitally born, player-focused, and proudly powering the most profitable iLottery programs in North America through our interactive games, powerful gaming systems, and comprehensive suite of player services.
We are innovative. From inception, innovation has been the core of NPi. As one of the first iLottery platform providers in North America, we laid the groundwork — helping pioneer the introduction and successful launch of some of the first iLottery programs in the U.S. We deliver innovative solutions and cutting-edge technology to our partners with an industry-proven track record of revenue growth.
We are one-of-a-kind. The only Lottery supplier in North America exclusively focused on iLottery. We have one central focus; creating the most intuitive and fun iLottery experiences for players. Our sole focus drives our innovation and success in the iLottery space.
We are industry experts. Serving the largest share of U.S. Lotteries that currently sell online with a track record of powering iLottery success through our state-of-the-art technology, top-performing game content, and innovative and comprehensive iLottery services.
We are NPi. Join us.
WHAT YOU WILL DO
We are looking for a full-time Player Engagement Specialists to work in our Contact Center supporting online Lottery VIP players to enhance their player experience.
Responsibilities include:
- Provide an immaculate service to VIP members encouraging loyalty.
- Be proactive with a 360-degree approach to build long-term relationships with VIP players.
- Support VIP players in managing their needs and general requirements.
- Develop and support the VIP members to ensure the delivery of a first-class VIP experience.
- Deal with escalated issues/queries and offer advice & source solutions.
- Lead by example and achieve high satisfaction levels when dealing with VIP members.
- Meet pre-determined productivity, quality, and SLA weekly, monthly and quarterly targets.
- Establish and maintain a comprehensive player database.
- Generate incremental gaming revenue by anticipating, responding to, and consistently meeting or exceeding player needs.
- Manage all aspects of the relationship with the player, including but not limited to events, daily/weekly/monthly communications, queries, contacts, and escalations.
- Thorough understanding of existing products, services, and initiatives while proactively pushing new game offerings, channels, and platforms.
- Communicate through established business channels new member welcomes, investigation, loyalty, sales, surveys, and the reactivation of lapsed members.
- Utilize daily reporting and analysis to assist with making sound business decisions.
- Monitor individual customer betting behavior and ensure that bonuses, gifts, and invitations are offered in agreed timescales, promoting the right behaviors.
- Ensure compliance with all applicable regulations and legislation, ensuring that all risks within areas of responsibility are identified and managed effectively.
- Handle difficult customer interactions and situations in a calm, professional and reasonable
WHAT YOU WILL BRING
- High School diploma or equivalent, some college preferred
- 1 more years of call center experience and/or 2 or more years of customer service experience required
- Experience in Sales preferred
- Must have experience and a passion for dealing with customers
- Must thrive in a multi-tasking environment
- Master new skills quickly
- Must have a pro-active / upbeat attitude
- Excellent verbal and written communication skills
- Must be available to work evenings, holidays, and weekends
- Experience in providing quick and professional speed of service
- Able to handle complaints and difficult situations in a calm and patient manner
- Flexibility to perform different tasks and follow procedures correctly
- Experience in account management or outbound sales is a plus.
WHY WORK AT NPI?
We hire the best.
We prioritize innovation.
We support and empower our team.
Join us as we continue to shape the future of the iLottery industry by delivering players’ favorite games across all channels and driving outstanding returns for good causes.
Our team member benefits include…
• Comprehensive Health, Vision, and Dental Insurance
• Life Insurance & AD&D Insurance
• 401K Savings Program (With Competitive Corporate Matching for U.S. Employees)
• Paid Vacation and Personal Time
• Wellness and Employee Assistance Program (EAP) from Ulliance Life
• Company-Provided Laptop and Cellphone
• Career Development Opportunities including Ongoing Training and Professional Development Courses (Including the NPi Leadership Academy for Emerging Leaders)
• Quarterly Profit-Sharing Program for All Employees Who Have Completed Six Months of Continuous Service
• Fully Paid Parental Leave Program