Call Center Representative (Weekend Availability)

Bulldog Gaming•Kennesaw, GA

3d•Onsite

About The Position

Bulldog Gaming partners with small business owners to help their businesses thrive. We provide regulated electronic gaming machines and amusement devices in customized, inviting spaces and then support the partnership with best-in-class service, marketing, and dedicated relationship management to continue to improve business results. With a strong culture of compliance, Bulldog Gaming is the largest distributed gaming operator, committed to helping its local business partners succeed. We provide video gaming terminals, redemption terminals and amusement devices (pool tables, juke boxes, dart boards, etc.) to bars, restaurants, convenience stores, truck stops and fraternal and veteran establishments across the country. 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.

Requirements

2–3 years of experience in a high-volume call center environment
Proficiency in Microsoft Word, Outlook, and Excel
Strong 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 Haves

Bilingual in Spanish (preferred but not required)

Responsibilities

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, 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
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, product knowledge, 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, Salesforce, Field Service Lightning, Bomgar, FortiClient, and VNC Viewer software
Undertakes additional tasks and duties as needed to support team goals and business needs.