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Call Center Representative

Company: Accel Entertainment Gam
Location: Marietta
Posted on: August 7, 2022

Job Description:

Job Description JOB TITLE Service Solutions Representative (GA) DEPARTMENT Call Center FLSA CLASSIFICATION Non-Exempt EFFECTIVE DATE 09/10/2021 SUMMARY: The primary responsibilities of this position include, but are not limited to, 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, as well as assisting in other areas as needed. DUTIES AND RESPONSIBILITIES: Receive medium to high volume in-bound customer & location calls Open customer & location ---cases--- to initiate and track inbound calls until all issues are resolved. Responds to customer & 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, as needed. Assessing the logistic aspects of technicians, customers, and their locations, in each region throughout The East Coast. Update all status logs to ensure all cases are being dispatched properly and in a timely manner. Ensures all technicians are documenting their hours and accepting their jobs to accurately reflect all dispatched calls. Provide exceptional customer service level commitments for response times, product knowledge, and problem-solving solutions). Works with all Service Solutions Teams in a collaborative and professional manner to ensure efficiency of operations respectfully. Continuously seeks process improvement and improving customer experience. Occasionally run reports utilizing Microsoft Excel. Utilize Microsoft Outlook, Salesforce, Field Service Lightning, Bomgar, FortiClient, & VNC Viewer software as applicable. QUALIFICATIONS : Minimum of one-year certificate from college or technical school, one to three years related experience, or equivalent combination of education and experience. Proficient in Microsoft Word, Outlook, and Excel. Ability to prepare reports and business correspondence. Commitment to excellence and high standards. Excellent written and verbal communication skills. Ability to understand and follow written and verbal instructions Strong organizational, problem-solving, and analytical skills; able to manage priorities and workflow. Ability to work independently and as a member of various teams and committees. Versatility, flexibility, and a willingness to work within constantly changing priorities. Minimum of 21 years of age PHYSICAL DEMANDS AND WORK ENVIRONMENT: Sit for prolonged periods Occasionally required to stand Occasionally required to walk Continually required to sit Continually required to utilize hand and finger dexterity Continually required to talk or hear Utilize visual acuity to operate equipment, read technical information, and/or use a keyboard The noise level in the work environment usually is moderate to loud The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management---s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Keywords: Accel Entertainment Gam, Marietta , Call Center Representative, Other , Marietta, Georgia

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