Call Center Manager (GA & NE Regions)

About Us 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. Job Description : 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, relaying information to the Senior Service Solutions Representatives and Supervisors, , assisting in implementing procedural changes, addressing immediate issues with Service Solutions staff, assisting Service Solution Representatives with challenging customer service matters and associated communications, taking the lead of ongoing service related issues, monitoring overall staff performances and training, delegating tasks to the Service Solutions staff, providing staffing and service reports to the Director of Gaming Operation Strategies, and scheduling of all Service Solutions personnel. Additionally, when necessary, covering various shifts, re-routing service technicians, as well as assisting in other areas.

DUTIES AND RESPONSIBILITIES

Schedule of all Service Solution employees and monitor and approve timecards, assisting with coverage of shifts Monitor and inspect Salesforce cases, work orders, and service appointments to ensure proper documentation and handling by Service Solutions employees Monitor recorded phone calls to assist the Service Solutions employees in areas for improvement and to ensure proper customer service Run Service Solutions performance reports utilizing Microsoft Excel and Salesforce for the Director of Gaming Operation Strategies Monitor overall performances and conduct reviews of Service Solutions employees Be the primary resource throughout the new hire process for Service Solutions employees Implement new procedures and directives for the Service Solutions Center, when necessary Be accessible to employees regardless of shift and to the Director of Gaming Operation Strategies and Vice President of Gaming Operations during reasonable business hours throughout the week to assist with ongoing service concerns Provide guidance and support to Service Solutions employees and oversee all training processes Work with the Service Solutions employees in a collaborative and professional manner to ensure efficiency of operations and a professional, respectful atmosphere Proficiently utilize Microsoft Outlook, Salesforce, Field Service Lightning, Bomgar, ADP, NRT BackOffice portal, TouchTunes portal, Intralot Portal, RMS portal, Bankshot portal, M3t Portal, ALE BackOffice portal, and Switchvox Assess the logistic aspects of technicians, customers, and their locations, in each region throughout the state of Illinois Re-route and optimize service technician schedules, when necessary Effectively manage challenging customers over the phone and escalate more complex customer issues to technical staff Assist in medium to high volume in-bound customer and location calls Open customer and location cases to initiate and track in-bound 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 Gaming Service Technicians to address and/or resolve technical customer issues in the field Ensure 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 resolution or escalation Provide weekly service reports to the Director of Gaming Operations QUALIFICATIONS Minimum of one-year certificate from college or technical school, 1 to 3 years related experience or equivalent combination of education and experience Minimum of three-year of supervisory level experience or equivalence Proficient in Microsoft Word, Outlook, and Excel Ability to remain calm when dealing with challenging scenarios that may arise when dealing with irate customers/locations Ability to get technical staff to the customer sites with the right equipment and knowledge to do the job Provide status updates during outages, follow up after problems are resolved, document problems and resolutions, and inform appropriate individuals of ongoing or strenuous issues Detail-oriented with excellent people and telephone skills; able to meet deadlines and handle multiple tasks Be self-motivated, quick learner, and good problem solver Flexible and willing to work long hours, requires availability for evenings and weekends Commitment to being reliable for working scheduled shifts and being on time Excellent written and verbal communication skills Strong organizational and problem-solving skills; able to manage priorities and workflow Ability to work independently as well as part of a team Strong understanding of Accel Entertainment's service procedures Versatility and willingness to work within constantly changing protocols and tasks PHYSICAL DEMANDS AND WORK ENVIRONMENT Frequently required to 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 usually is moderate to loud #AEGaming Base Pay Range : $48,000-$55,000 annually 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. Bulldog Gaming is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Accel Entertainment