| ABOUT BULLDOG GAMING |
Bulldog Gaming partners with small business owners to help their businesses thrive. We provide regulated electronic gaming machines and amusement devices in customized, inviting spaces and then support the partnership with best-in-class service, marketing, and dedicated relationship management to continue to improve business results. With a strong culture of compliance, Bulldog is the largest distributed gaming operator, committed to helping its local business partners succeed. We provide video gaming terminals, 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.
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| SUMMARY |
The primary responsibilities of this position include, but are not limited to, receiving in-bound service calls, troubleshooting issues, coordinating the dispatch of field personnel, ensuring field personnel are notified of new jobs, documenting the corrective steps taken, as well as assisting in other areas as needed.
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| DUTIES AND RESPONSIBILITIES |
- Receive medium to high volume in-bound customer and location calls
- Open customer and location cases to initiate and track inbound 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 Amusement 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 East Coast
- Update all status logs to ensure all cases are being dispatched properly and in a timely manner
- Ensure all technicians are documenting their hours and accept their jobs to accurately reflect all dispatched calls
- Provide exceptional customer service level commitments for response times, product knowledge, and problem-solving solutions
- Work with all Service Solutions teams in a collaborative and professional manner to ensure efficiency of operations respectfully
- Continuously seek process improvement and improving customer experience
- Utilize Microsoft Excel and Outlook, Salesforce, Field Service Lightning, Bomgar, FortiClient, and VNC Viewer software
- Undertakes additional tasks and duties as needed to support team goals and business needs.
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| QUALIFICATIONS |
- Minimum of one-year certificate from college or technical school, 1 to 3 years related experience or equivalent combination of education and experience
- Proficient in Microsoft Word, Outlook, and Excel
- Ability to prepare reports and business correspondence
- Excellent written and verbal communication skills
- Ability to understand and follow written and verbal instructions
- 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
- Minimum of 21 years of age
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| PHYSICAL DEMANDS AND WORK ENVIRONMENT |
- Frequently required to stand, 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
#GameOn2 |
