Accel Entertainment, Inc.
gaming
CallCenterRepresentative(WeekendAvailability)
“Call Center Representative (Weekend Availability) at Accel Entertainment, Inc.. Skills: call center operations, customer service, technical support, dispatch management, logistics assessment. receiving in-bound service calls. troubleshooting issues”
What You'll Achieve.
ensuring field personnel are notified of new jobs; documenting the corrective steps taken; ensure all issues are resolved; ensure all cases are being dispatched properly and in a timely manner; accurately reflect all dispatched calls; Provide exceptional customer service level commitments for response times, product knowledge, and problem-solving solutions; ensure efficiency of operations respectfully; improving customer experience
Industry & Context.
Excellent organizational, problem-solving, and analytical skills with the ability to manage priorities effectively
Weekend Availability, Frequently required to stand, sit, walk, talk, and hear, Continually required to utilize hand and finger dexterity, including use of a keyboard, Specific vision abilities required for this job include close, distance, and peripheral vision, depth perception, and ability to adjust or focus, Noise level in the work environment is usually moderate to loud
What They're Looking For.
Must Have
2–3 years of experience in a high-volume call center environment, written and verbal communication skills, Ability to prepare reports and business correspondence, Excellent organizational, problem-solving, and analytical skills with the ability to manage priorities effectively, Capable of working independently and collaboratively within teams and committees, Adaptability to shifting priorities in a dynamic environment, Must be at least 21 years of age
Nice to Have
Bilingual in Spanish
What You'll Do.
receiving in-bound service calls
troubleshooting issues
coordinating the dispatch of field personnel
ensuring field personnel are notified of new jobs
documenting the corrective steps taken
assisting in other areas as needed
Receive medium to high volume in-bound customer and location calls
Open customer and location cases to initiate and track inbound calls until all issues are resolved
Respond to customer and location calls by assessing issues and providing appropriate guidance to resolution
Dispatch service calls to Amusement Technicians to address and/or resolve technical customer issues in the field
Effectively manage challenging customers over the phone and escalate more complex customer issues to technical staff
Assess the logistic aspects of technicians
in each region throughout the East Coast
Update all status logs to ensure all cases are being dispatched properly and in a timely manner
Ensure all technicians are documenting their hours and accept their jobs to accurately reflect all dispatched calls
Provide exceptional customer service level commitments for response times
and problem-solving solutions
Work with all Service Solutions teams in a collaborative and professional manner to ensure efficiency of operations respectfully
Continuously seek process improvement and improving customer experience
Utilize Microsoft Excel and Outlook
Field Service Lightning
and VNC Viewer software
Undertakes additional tasks and duties as needed to support team goals and business needs
How You'll Work.
Team & Collaboration
Work with all Service Solutions teams in a collaborative and professional manner to ensure efficiency of operations respectfully; Capable of working independently and collaboratively within teams and committees
Communication Scope
written and verbal communication skills
Applying for this Call Center Representative (Weekend Availability) role?
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