Role Description The Customer Service Representative II (Phones) provides superior customer service in a contact/call center/help desk environment for a specific contract in support of a customer with high demands for privacy, confidentiality, precision, advanced technology and customer service skills. This is a work from home position. - Demonstrates ability to work in accordance with the SaviLinx Guiding Principles. - Coordinates claims electronically and via telephone both in English and Spanish. - Handles eligibility inquiries both in English and Spanish and all lines of business. - Meets established goals for call center metrics in Service Level Agreement (SLA) goals and Quality. - Ensures first call resolution through problem solving and effective call/email/chat handling. - Meets demands for privacy, confidentiality, precision. - Documents all customer information, communications in Customer Relationship Management (CRM) system. - Maintains a working knowledge of our clients’ requirements using a Knowledge Base. - Provides mentoring, training, and development to other CSRs as needed. Qualifications - 2+ years of college preferred. - 2+ years of contact center experience preferred. - High school diploma or equivalent required. - 18 years of age or older. - Time management skills and the ability to work independently are essential for this role. - Excellent organizational, written and oral communication skills both in English and Spanish. - Computer proficiency with the ability to navigate between multiple computer screens/programs while talking with the customer. - Customer service oriented (empathetic, responsive, patient, and conscientious). - Must have experience with maneuvering electronic data between various environments. - College degree preferred. Requirements - This position requires full, flexible availability, although will generally be M-F 8-5. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Equal Employment Opportunity SaviLinx, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

• Providing player support - answering game-related questions, resolving technical and payment issues, addressing complaints • Managing reviews on Google Play and App Store • Moderating the game chat and social networks • Monitoring game performance (with Grafana and other tools) • Informing the developers of emerging issues • Participating in testing game updates and the game Portal, collaborating closely with QA • Collecting player feedback.

• Respond to customer queries via live chat or email regarding account issues, payments, games, bonuses, or platform navigation; • Clarify questions related to betting odds, how bets are settled, and how winnings are calculated; • Assist with issues related to deposits, withdrawals, and other payments; • Ensure that customers comply with regulatory requirements, such as age verification, responsible gambling limits, and local gambling laws; • Assist customers in setting limits for deposits, bets, or losses and provide resources for responsible gambling.

• Lead program and stakeholder management across Customer Care to identify, prioritize, and implement process, policy, and procedure improvements that increase operational efficiency and effectiveness, including the evaluation and operationalization of AI-enabled solutions. • Partner with Care Leadership, athenaIT, and cross-functional stakeholders to define problems, capture user personas/stories and requirements, map business processes, and support solution delivery — from scoping AI/ML use cases and data requirements through model validation, UAT, and release. • Serve as the primary coordinator supporting the Director across the Issue Management continuum—balancing competing stakeholder needs, influencing cross-division decisions, and ensuring AI-driven and manual solutions are scalable, equitable, and aligned to business priorities. • Monitor current-state performance and AI model outputs, conduct ROI and impact analyses (including model efficacy, bias, and drift assessments), and translate data into actionable recommendations to improve outcomes and reduce operational work. • Lead change management, governance, and adoption for both traditional and AI-enabled process changes: present key results and risk/benefit assessments to stakeholders from project teams to executive leadership, and drive training and controls to ensure responsible, explainable use of AI.