Call Center Clerk

Job Title: Call Center Representative

Company: Gold Rush Gaming

Location: Hoffman Estates

Job Type: ON-SITE , Full-Time

Reports To: Call Center Manager

About Gold Rush Gaming:

Gold Rush Gaming is a leading terminal operator licensed by the Illinois Gaming Board, providing top-tier video gaming services to bars, restaurants, and other establishments across the state. We pride ourselves on exceptional service, strong partnerships, and a passion for delivering top-notch gaming experiences.

Position Summary:

As a Call Center Representative at Gold Rush Gaming, you’ll be the first point of contact for our partners and customers. You’ll handle inbound and outbound calls, respond to inquiries, troubleshoot basic technical issues, and deliver outstanding service that reflects our commitment to excellence. The Call Center is open 24/7/365.

Key Responsibilities:

• Answer incoming calls and provide professional, courteous assistance to customers and gaming partners.
• Respond to inquiries related to gaming equipment, technical issues, payouts, account information, and general support.
• Troubleshoot and resolve common technical issues or escalate more complex problems to the appropriate team.
• Log customer interactions, issues, and resolutions accurately in the system.
• Follow company protocols for problem resolution and escalation.
• Maintain a positive and helpful attitude, even during high call volumes or challenging situations.
• Collaborate with internal teams (tech support, field service, compliance) to ensure smooth operations and top-tier service delivery.
• Support special projects, promotions, or outreach campaigns as needed.
  
  
  

Qualifications:

• High school diploma or equivalent required; associate degree or higher is a plus.
• 1+ years of customer service or call center experience preferred.
• Excellent verbal communication and active listening skills.
• Basic technical troubleshooting abilities.
• Strong multitasking and time management skills.
• Comfortable working in a fast-paced environment.
• Experience with CRM software or call center systems is a plus.
• Flexibility to work various shifts, including evenings, weekends, or holidays as needed.
  
  
  

Why Join Gold Rush Gaming:

• Be part of a fun, fast-growing company that values teamwork and service.
• Opportunities for growth and career advancement.
• Competitive pay and benefits package.
• Supportive management and a collaborative team environment.