Customer Service Supervisor

2 months ago


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

Accel 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 Responsibilities
  • Team Leadership: Lead and manage a team of customer service representatives, fostering a positive and collaborative work environment.
  • Performance Monitoring: Monitor and evaluate team performance, providing constructive feedback and coaching for continuous improvements.
  • Training and Development: Train and equip new customer service representatives with the skills needed for day-to-day responsibilities.
  • Dispatch and Resolution: Dispatch customer service calls efficiently, ensuring timely resolution of technical issues.
  • Customer Communication: Manage medium to high volume in-bound customer calls, documenting cases and guiding resolution.
  • Escalation Management: Handle escalated customer issues promptly, ensuring satisfactory resolution.
  • Departmental KPIs: Develop and track departmental Key Performance Indicators focused on customer satisfaction, including response times, dispatching accuracy, and soft skills.
Requirements
  • Experience: Proven experience in a call center environment, with 2-3 years in a supervisory or leadership role.
  • Leadership Skills: Oversees daily department tasks, delegates to assigned team members, and demonstrates flexibility and adaptability.
  • Technical Skills: Proficient in Microsoft Word, Outlook, Excel, and Salesforce, with experience in conducting individual 1on1's, Team Huddles, Quarterly and Year End Reviews.
  • Communication Skills: Excellent written and verbal communication skills, with the ability to remain calm in challenging scenarios.
  • Team Development: Ability to grow and develop a team, with a commitment to reliability, punctuality, and availability for evenings and weekends.


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