Call Center Representative (Weekend Availability)

Job Title

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 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.

Qualifications

• 23 years of experience in a high-volume call center environment
• Bilingual in Spanish (preferred but not required)
• 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

Physical Demands And Work Environment

• 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

Base Pay Range

$19.00 per hour

This range represents the low and high end of the anticipated base salary range for this position. The base salary will depend on a number of factors such as: qualifications, experience level, and skillset.

Voluntary full-time employment benefits include medical, dental, and vision; life, AD&D, critical illness, and hospital insurance; short and long-term disability; identity/legal protection; as well as access to FSA and HSA accounts. Full and part-time employees are eligible to contribute to traditional and/or Roth 401(k) plans. Our Employee Assistance Program (EAP) offers counseling for a multitude of topics including (but not limited to) mental health, finances, adult care, disability, and grief.

Accel Entertainment is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.