Service Solutions Supervisor

4 weeks ago

Burr Ridge, United States Accel Entertainment, Inc. Full time

HR - JOB DESCRIPTION

JOB TITLE

Service Solutions Supervisor

DEPARTMENT

Call Center

FLSA CLASSIFICATION

Exempt

EFFECTIVE DATE

March 1, 2022

ABOUT ACCEL ENTERTAINMENT

Accel Entertainment is the largest Gaming Terminal Operator in the country. We provide slot machines, 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. Our focus is providing unmatched customer support, guidance, and compliance expertise so our partner establishments can grow their businesses and generate more revenue.

SUMMARY

The primary responsibilities of this position include, but are not limited to, receiving in-bound service calls, troubleshooting issues, coordinating the dispatch and notification of field personnel, documenting the corrective steps taken, relaying information from the Service Solutions Manager to the Senior Service Solutions Representatives/Leads, assisting in implementing procedural changes, addressing immediate issues with Service Solutions staff, assisting Service Solutions Representatives with challenging customer service matters and associated communications, taking the lead of ongoing service related issues, monitoring overall staff performances and training, providing staffing and service reports to the Service Solutions Manager, delegating tasks to the Service Solutions staff, and assisting with scheduling Service Solutions Representatives. Additionally, when necessary, covering various shifts, re-routing service technicians, and assisting in other areas.

DUTIES AND RESPONSIBILITIES

* Receive 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
* 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 state of Illinois
* Update all status logs to ensure all cases are being dispatched properly and in a timely manner
* Ensure technicians document hours and accept jobs to accurately reflect all dispatched calls
* Provide exceptional customer service level commitments for response times, product knowledge, and problem resolution or escalation
* Work with the Service Solutions Team in a collaborative and professional manner to ensure efficiency of operations and a professional, and respectful atmosphere
* Continuously seek process improvement and improve customer satisfaction
* Run Service Solutions staffing and service reports for the Service Solutions Manager
* Utilize Microsoft Excel and Outlook, Salesforce, Field Service Lightning, Bomgar, Forticlient, and VNC Viewer software
* Provide guidance and assistance to Service Solutions Representatives
* Be the primary resource and handle communications when addressing more challenging service-related matters
* Monitor recorded phone calls to assist the staff in areas for improvement
* Delegate any necessary task to the Service Solutions staff
* Assist with the scheduling of the Service Solutions staff and covering of various shifts, as needed
* Assist with implementing new procedures
* Assist with new hire training on procedures and systems
* Monitor overall performances of Service Solutions Representatives, including providing insight for performance reviews
* Re-route and optimize Service Technician schedules
* Accessible during reasonable business hours throughout the week to assist with ongoing service concerns

QUALIFICATIONS

* Minimum of one-year certificate from college or technical school, 7 to 9 years related experience or equivalent combination of education and experience
* Preferred managerial or supervisory experience of 3 to 5 years
* Proficient in Microsoft Word, Outlook, and Excel
* Ability to prepare reports and business correspondence
* Calculate figures and amounts such as discounts, interest, commissions, and percentages
* Excellent written and verbal communication skills
* 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 and willingness to work within constantly changing priorities with enthusiasm
* Minimum of 21 years of age

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 is usually 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 essential functions.

JOB ESSENTIALS

☐ Salesforce

☐ Laptop

☒ Tech Tool/Parts Kit

☐ Safety Boots

☐ Phone Allowance

☒ Company Cell Phone

☒ Company Car

☐ Company Credit Card

☐ ID Badge

☒ Email

☐ Business Cards

☒ Fuel Card

☒ Fuel Pin

For HR Use Only

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