Call Center Supervisor

1 month ago

Willowbrook, United States Accel Entertainment Gaming Full time
Job DescriptionJob Description

About the job

ABOUT ACCEL ENTERTAINMENT:
Join the heartbeat of entertainment Accel Entertainment, the nation's premier Gaming Terminal Operator, is at the forefront of revolutionizing the gaming experience. We're the powerhouse behind slot machines, redemption terminals, and a range of amusement devices that bring joy to bars, restaurants, convenience stores, truck stops, and more. Committed to excellence, we provide unparalleled customer support, guidance, and compliance expertise to help our partners grow their businesses and boost revenue.

Perks of the Role:

  • Competitive base salary with opportunity for bonus and equity; 401k match
  • Vibrant and dynamic team at the forefront of gaming innovation.
  • Company culture that values growth, collaboration, success, development, and FUN
  • Opportunity to make a real impact in a rapidly growing industry within a publicly traded company.
SUMMARY:
As a Service Solutions Supervisor, you will need to be proficient in customer service, optimizing team performances, and ensuring a seamless customer experience. Your role includes handling in-bound service calls, troubleshooting, dispatching field personnel, training, coaching, and developing your team, and documenting corrective steps.

DUTIES AND RESPONSIBILITIES:
  • Lead and manage a dynamic team of service solutions representatives, fostering a positive, collaborative, and engaging work environment.
  • Monitor and evaluate team performance, providing constructive feedback and coaching for continuous improvements.
  • Train and equip new service solutions representatives with the skills needed for day-to-day responsibilities.
  • Dispatch service calls efficiently to Gaming Service Technicians, ensuring timely resolution of technical issues.
  • Manage medium to high volume in-bound customer and location calls, documenting cases and guiding resolution.
  • Handle escalated customer issues promptly, ensuring satisfactory resolution.
  • Aid in handling escalated calls in partnership with field management.
  • Develop and track departmental Key Performance Indicators focused on customer satisfaction including response times, dispatching accuracy, and soft skills.
  • Assess logistic aspects of technicians, customers, and locations across the state of Illinois.
  • Maintain updated status logs to ensure proper and timely dispatch of calls. 
  • Briefing your team on new initiatives, targets, and company changes in policies.
  • Update team on policies and procedures for call routing and prioritization, ensuring that calls are handled in a timely and efficient manner.
  • Review daily time logs to ensure employee's time is accurately recorded and completed.
  • Ensure accurate documentation of technician hours and job acceptance.
  • Exceed customer service level commitments for response times, product knowledge, and problem resolution.
  • Collaborate with the Service Solutions Team for efficient operations and a professional atmosphere.
  • Continuously seek process improvement and elevate customer satisfaction.
  • Utilize tools like Microsoft Outlook, Salesforce, Field Service Lightning, Bomgar, FortiClient, & VNC Viewer for seamless operations.
QUALIFICATIONS:
  • Proven experience in a call center environment.
  • 2-3 years in a supervisory or leadership role.
  • Oversees daily department tasks and delegates to assigned team members.
  • Flexible, adaptable, and able to handle changing priorities and work schedules.
  • Proficient dispatching skills in a real time call center environment. 
  • Requirement to work nights and weekends.
  • Minimum one-year certificate from college or technical school, or equivalent combination of education and experience.
  • Proficient in Microsoft Word, Outlook, Excel, and Salesforce.
  • Adaptable to working in a fast-paced environment.
  • Experienced in conducting individual 1on1’s, Team Huddles, Quarterly and Year End Reviews. 
  • Demonstrated ability to remain calm in challenging scenarios with irate customers/locations.
  • Excellent organizational skills and attention to detail.
  • Strong written and verbal communication skills.
  • Ability to grow and develop a team.   
  • Versatility, flexibility, and willingness to adapt to changing protocols and tasks.
  • Commitment to reliability, punctuality, and availability for evenings and weekends.


Join Accel Entertainment and be part of the excitement – where innovation meets entertainment

#GameOn1

Powered by JazzHR

XxpwBIr5fq

  • Call Center Supervisor

    3 days ago

    Willowbrook, United States Accel Entertainment Gaming Full time

    Job DescriptionJob DescriptionAbout the jobABOUT ACCEL ENTERTAINMENT:Join the heartbeat of entertainment! Accel Entertainment, the nation's premier Gaming Terminal Operator, is at the forefront of revolutionizing the gaming experience. We're the powerhouse behind slot machines, redemption terminals, and a range of amusement devices that bring joy to...

  • Call Center Supervisor

    7 days ago

    Willowbrook, United States Accel Entertainment Gaming Full time $50,000 - $58,000

    Job DescriptionJob DescriptionAbout the jobABOUT ACCEL ENTERTAINMENT:Join the heartbeat of entertainment! Accel Entertainment, the nation's premier Gaming Terminal Operator, is at the forefront of revolutionizing the gaming experience. We're the powerhouse behind slot machines, redemption terminals, and a range of amusement devices that bring joy to...

  • Call Center Team Lead

    1 day ago

    Willowbrook, California, United States Accel Entertainment Gaming Full time

    About the RoleAccel Entertainment Gaming: Revolutionizing the Gaming ExperienceWe're at the forefront of revolutionizing the gaming experience, providing unparalleled customer support, guidance, and compliance expertise to help our partners grow their businesses and boost revenue.Key Benefits:Competitive base salary with opportunity for bonus and...

  • Call Center Representative

    4 weeks ago

    Willowbrook, United States Accel Entertainment Gaming Full time

    Job DescriptionJob DescriptionJob BasicsLocation: Burr RidgeHybrid Schedule after 90 Days - Night Shifts AVAILABLE ONLY! Weekends are requiredHealth, Vision, & Dental Insurance401k with Employer MatchAbout Accel EntertainmentAccel Entertainment is the largest Gaming Terminal Operator in the country. We provide slot machines, redemption terminals, and...

  • Call Center Representative

    1 week ago

    Willowbrook, United States Accel Entertainment Gaming Full time $19

    Job DescriptionJob DescriptionJob BasicsLocation: Burr RidgeHybrid Schedule after 90 Days - Night Shifts AVAILABLE ONLY! Weekends are requiredHealth, Vision, & Dental Insurance401k with Employer MatchAbout Accel EntertainmentAccel Entertainment is the largest Gaming Terminal Operator in the country. We provide slot machines, redemption terminals, and...

  • Customer Service Supervisor

    3 days ago

    Willowbrook, California, United States Accel Entertainment Gaming Full time

    About the RoleAccel Entertainment Gaming is seeking a highly skilled and experienced Customer Service Supervisor to join our team. As a key member of our Service Solutions department, you will be responsible for leading a dynamic team of customer service representatives, ensuring seamless customer experiences, and driving business growth.Key...

  • Customer Service Representative

    1 week ago

    Willowbrook, United States University of Chicago Medical Center Full time

    Job Description Be a part of a world-class academic healthcare system, UChicago Medicine, as a Customer Service Associate at our Burr Ridge Call Center. This position is a 100% onsite opportunity. You will need to be based in the greater Chicagoland area. As a Customer Service, you must have superior customer service and communication skills. You must be...

  • Senior Customer Service Representative

    1 week ago

    Willowbrook, United States The University of Chicago Medicine Full time

    Job Description Be a part of a world-class academic healthcare system, UChicago Medicine, as a Customer Service Associate at our Burr Ridge Call Center. This position is a 100% onsite opportunity. You will need to be based in the greater Chicagoland area. The Senior Customer Service Representative (CSR) answers calls from both within and outside the...

  • Senior Customer Service Representative

    7 days ago

    Willowbrook, California, United States The University of Chicago Medicine Full time

    Job SummaryWe are seeking a highly skilled and experienced Senior Customer Service Representative to join our team at The University of Chicago Medicine. As a key member of our 24/7 Call Center, you will be responsible for providing exceptional customer service to patients, physicians, and staff members.Key ResponsibilitiesAnswering Calls: Respond to...

  • Senior Customer Service Representative

    6 days ago

    Willowbrook, California, United States The University of Chicago Medicine Full time

    Job SummaryWe are seeking a highly skilled and experienced Senior Customer Service Representative to join our team at The University of Chicago Medicine. As a key member of our 24/7 Call Center, you will be responsible for providing exceptional customer service to patients, physicians, and staff members.Key ResponsibilitiesAnswering Calls: Respond to...

  • Customer Service Representative

    21 hours ago

    Willowbrook, California, United States The University of Chicago Medicine Full time

    Job SummaryWe are seeking a highly skilled and compassionate Customer Service Representative to join our team at The University of Chicago Medicine. As a key member of our 24/7 Call Center, you will be responsible for providing exceptional customer service and support to patients, families, and healthcare providers.Key ResponsibilitiesProvide Excellent...

  • Facilities Maintenance Supervisor

    2 weeks ago

    Willowbrook, California, United States Double Good Full time

    Company Overview: Double Good is dedicated to spreading joy through our innovative fundraising platform. Our service enables organizations to quickly raise funds by delivering delicious, made-to-order popcorn directly to supporters via our eCommerce platform. With a growing team of 250 employees, we are committed to creating a positive impact.Position...

  • Customer Service Representative

    1 day ago

    Willowbrook, California, United States The University of Chicago Medicine Full time

    Job SummaryWe are seeking a highly skilled and compassionate Customer Service Representative to join our team at The University of Chicago Medicine. As a key member of our 24/7 Call Center, you will be responsible for providing exceptional customer service and support to patients, families, and healthcare professionals.Key ResponsibilitiesProvide Excellent...

  • Customer Service Representative

    4 weeks ago

    Willowbrook, United States The University of Chicago Medicine Full time

    Job Description: Be a part of a world-class academic healthcare system, UChicago Medicine, as a Customer Service Associate at our Burr Ridge Call Center. This position is a 100% onsite opportunity. You will need to be based in the greater Chicagoland area. As a Customer Service, you must have superior customer service and communication skills. You must be...

  • Customer Service Representative

    4 weeks ago

    Willowbrook, United States The University of Chicago Medicine Full time

    Job Description: Be a part of a world-class academic healthcare system, UChicago Medicine, as a Customer Service Associate at our Burr Ridge Call Center. This position is a 100% onsite opportunity. You will need to be based in the greater Chicagoland area. As a Customer Service, you must have superior customer service and communication skills. You must be...

  • Customer Service Representative

    2 days ago

    Willowbrook, United States The University of Chicago Medicine Full time

    Job Description: Be a part of a world-class academic healthcare system, UChicago Medicine, as a Customer Service Associate at our Burr Ridge Call Center. This position is a 100% onsite opportunity. You will need to be based in the greater Chicagoland area. As a Customer Service, you must have superior customer service and communication skills. You must be...

  • Customer Service Representative

    3 weeks ago

    Willowbrook, United States The University of Chicago Medicine Full time

    Job Description: Be a part of a world-class academic healthcare system, UChicago Medicine, as a Customer Service Associate at our Burr Ridge Call Center. This position is a 100% onsite opportunity. You will need to be based in the greater Chicagoland area. As a Customer Service, you must have superior customer service and communication skills. You must be...

  • Customer Service Representative, Burr Ridge

    2 months ago

    Willowbrook, United States The University of Chicago Medicine Full time

    Job Description: Be a part of a world-class academic healthcare system at UChicago Medicine as a Customer Service Representative at our Burr Ridge Call Center. Please note this position will be located in Burr Ridge. In this role you will respond to calls and paging requests to support normal operations of the hospital system. Our call center team prides...

  • Branch Office Administrator

    3 weeks ago

    Willowbrook, United States Edward Jones Full time

    Would you call yourself a relationship builder, a problem solver or a critical thinker? If you answered yes, we need you on our team.At Edward Jones, we are very intentional in calling our field associates branch teams. Most of our teams are two or three people, and in a Branch Office Support Professional role, you are a critical member of that team along...

  • Event Beverage Specialist

    2 weeks ago

    Willowbrook, California, United States Marriott Burr Ridge Full time

    Job Overview:The Event Beverage Specialist plays a crucial role in delivering exceptional service to both guests and staff while upholding the highest standards of cleanliness and sanitation in accordance with company policies.Key Responsibilities:Engage with guests and colleagues in a warm and service-oriented manner.Ensure consistent attendance as per the...