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Customer Support Specialist

2 months ago

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

Location:
Burr Ridge

Schedule:
Hybrid after 90 Days - Night Shifts available, with weekend availability required.

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

About Accel Entertainment:
Accel Entertainment is a leading operator in the gaming terminal industry, providing a range of gaming solutions including slot machines and amusement devices to various establishments nationwide.

Role Summary:

The primary function of this role involves managing incoming service inquiries, troubleshooting technical issues, coordinating the dispatch of service personnel, and ensuring effective communication regarding job assignments. Additional responsibilities may include supporting other operational areas as necessary.


Key Responsibilities:
  • Handle a significant volume of inbound customer and location inquiries.
  • Create and manage customer cases to track and resolve issues efficiently.
  • Provide guidance and solutions to customer inquiries, ensuring timely resolution.
  • Coordinate service dispatch to technicians for on-site issue resolution.
  • Manage customer interactions professionally, escalating complex issues as needed.
  • Assess logistical considerations for technician assignments across various locations.
  • Maintain accurate status logs to ensure timely dispatch and resolution of cases.
  • Ensure technicians document their hours and job acceptance accurately.
  • Deliver exceptional customer service by meeting response time commitments and demonstrating product knowledge.
  • Collaborate with the Service Solutions Team to enhance operational efficiency.
  • Continuously seek opportunities for process improvement and increased customer satisfaction.
  • Occasionally generate reports using Microsoft Excel.
  • Utilize various software tools including Microsoft Outlook, Salesforce, and others for operational tasks.

Qualifications:

Minimum of one-year certificate from a college or technical school, along with one to three years of relevant experience, or a suitable combination of education and experience.

  • Experience in dispatch or customer service roles is preferred.
  • Proficient in Microsoft Office Suite, particularly Word, Outlook, and Excel.
  • Ability to maintain composure in challenging customer interactions.
  • Strong organizational skills to ensure technicians are equipped and informed for their assignments.
  • Effective verbal and written communication skills for status updates and documentation.
  • Detail-oriented with strong interpersonal and telephone skills.
  • Self-motivated and capable of managing multiple tasks efficiently.
  • Willingness to work flexible hours, including evenings and weekends.
  • Commitment to reliability and punctuality for scheduled shifts.
  • Ability to follow written and verbal instructions accurately.
  • Strong problem-solving skills with the ability to prioritize tasks effectively.
  • Ability to work independently and collaboratively within a team environment.
  • Adaptability and willingness to adjust to changing protocols and tasks.