Customer Support Specialist

1 week ago


Collinsville, Illinois, United States Accel Entertainment Gaming Full time
Position Overview:

Location:
Burr Ridge

Schedule:
Hybrid after 90 Days - Night Shifts available on weekends

Benefits:
Health, Vision, & Dental Insurance
401k with Employer Match

About Accel Entertainment:
Accel Entertainment is the leading operator of gaming terminals in the United States. We provide a variety of gaming and amusement devices to establishments such as bars, restaurants, convenience stores, and more.

Role Summary:
The primary function of this role involves managing incoming service inquiries, troubleshooting concerns, coordinating the dispatch of field technicians, and ensuring effective communication regarding job assignments. This position also requires documentation of the resolution process and support in various operational areas as needed.

Key Responsibilities:
  • Handle a significant volume of inbound customer and location inquiries.
  • Initiate and track customer cases to ensure all issues are addressed promptly.
  • Assess customer issues and provide suitable guidance for resolution.
  • Coordinate service dispatch for technicians to resolve technical issues in the field.
  • Manage challenging customer interactions and escalate complex issues to technical staff as necessary.
  • Evaluate logistical considerations for technicians and customers across various regions.
  • Maintain accurate status logs to ensure timely dispatch of cases.
  • Ensure technicians document their hours and accept jobs to reflect all service calls accurately.
  • Deliver exceptional customer service by meeting response time commitments and demonstrating product knowledge.
  • Collaborate with the Service Solutions Team to enhance operational efficiency and maintain a professional atmosphere.
  • Continuously seek opportunities for process improvement and enhanced customer satisfaction.
  • Occasionally generate reports using Microsoft Excel.
  • Utilize various software tools including Microsoft Outlook, Salesforce, and others.

Qualifications:
  • Minimum of a one-year certificate from a college or technical school, with one to three years of relevant experience, or an equivalent combination of education and experience.
  • Experience in dispatching is preferred.
  • Proficient in Microsoft Word, Outlook, and Excel.
  • Ability to remain composed in challenging situations with upset customers.
  • Strong organizational skills to ensure technicians are equipped with the necessary tools and knowledge.
  • Effective verbal and written communication skills for providing updates and documenting resolutions.
  • Detail-oriented with excellent interpersonal and telephone skills.
  • Self-motivated, quick learner, and capable of managing multiple tasks effectively.
  • Flexible and willing to work extended hours, including evenings and weekends.
  • Commitment to reliability and punctuality for scheduled shifts.
  • Ability to follow written and verbal instructions accurately.
  • Strong organizational and problem-solving abilities to manage priorities and workflow.
  • Capability to work independently as well as collaboratively within a team.
  • Adaptability and willingness to adjust to changing protocols and tasks.


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