Customer Service Operations Leader

1 week ago

Willowbrook, California, United States Accel Entertainment Gaming Full time
About the Position

ABOUT ACCEL ENTERTAINMENT:
Accel Entertainment stands as a leader in the gaming industry, specializing in the operation of gaming terminals. We are dedicated to enhancing the gaming experience across various venues, including bars, restaurants, and convenience stores. Our commitment to exceptional customer service and compliance ensures that our partners can thrive and maximize their revenue potential.

Benefits of the Role:
  • Attractive salary package with potential for bonuses and equity; 401k matching available.
  • Dynamic and innovative team environment at the forefront of the gaming sector.
  • Company culture that emphasizes growth, teamwork, success, and enjoyment.
  • Opportunity to contribute significantly within a rapidly expanding industry in a publicly traded company.
ROLE OVERVIEW:
As a Customer Service Operations Leader, you will excel in managing customer interactions, optimizing team performance, and ensuring an exceptional service experience. Your responsibilities will include handling incoming service inquiries, troubleshooting issues, coordinating field personnel, and mentoring your team while documenting necessary actions.

KEY RESPONSIBILITIES:
  • Lead and inspire a team of customer service representatives, promoting a positive and collaborative work atmosphere.
  • Assess and enhance team performance through constructive feedback and coaching.
  • Train new customer service representatives, equipping them with essential skills for their roles.
  • Efficiently manage service requests, ensuring timely resolutions to technical challenges.
  • Handle a significant volume of incoming customer inquiries, documenting cases and guiding resolutions.
  • Address escalated customer concerns promptly, ensuring satisfactory outcomes.
  • Collaborate with field management to resolve escalated issues effectively.
  • Develop and monitor departmental Key Performance Indicators focused on customer satisfaction metrics.
  • Evaluate logistical aspects related to technicians, customers, and locations across the operational area.
  • Maintain accurate status logs to facilitate timely dispatch of service requests.
  • Update your team on new initiatives, targets, and policy changes.
  • Ensure adherence to policies and procedures for call management and prioritization.
  • Review daily attendance logs to ensure accurate recording of employee hours.
  • Guarantee precise documentation of technician hours and job acceptance.
  • Exceed customer service expectations regarding response times and problem resolution.
  • Work closely with the Customer Service Team to ensure efficient operations and a professional environment.
  • Continuously seek opportunities for process improvement and enhanced customer satisfaction.
  • Utilize various tools such as Microsoft Outlook, Salesforce, and other relevant software for operational efficiency.
REQUIREMENTS:
  • Demonstrated experience in a customer service environment.
  • 2-3 years in a supervisory or leadership capacity.
  • Ability to oversee daily departmental tasks and delegate effectively.
  • Adaptable and capable of managing changing priorities and schedules.
  • Proficient in dispatching within a real-time customer service setting.
  • Availability to work evenings and weekends as required.
  • Minimum of one-year certificate from a college or technical institution, or equivalent experience.
  • Proficient in Microsoft Office Suite and Salesforce.
  • Ability to thrive in a fast-paced work environment.
  • Experienced in conducting individual meetings, team briefings, and performance reviews.
  • Proven ability to remain composed in challenging situations with upset customers.
  • Strong organizational skills and attention to detail.
  • Excellent verbal and written communication abilities.
  • Capacity to nurture and develop team members.
  • Willingness to adapt to evolving protocols and tasks.
  • Commitment to reliability and punctuality, particularly for evening and weekend shifts.
Become a part of Accel Entertainment, where innovation and entertainment converge

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