About Us
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 Gaming 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.
Job Description:
Job Description
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.
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.
Qualifications:
2–3 years of experience in a high-volume call center environment
Bilingual in Spanish (preferred but not required)
Proficiency in Microsoft Word, Outlook, and Excel
Strong written and verbal communication skills
Ability to prepare reports and business correspondence
Excellent organizational, problem-solving, and analytical skills with the ability to manage priorities effectively
Capable of working independently and collaboratively within teams and committees
Adaptability to shifting priorities in a dynamic environment
Must be at least 21 years of age
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
#AEGaming
Base Pay Range:
$19.00 per hour
This range represents the low and high end of the anticipated base salary range for this position. The base salary will depend on a number of factors such as: qualifications, experience level, and skillset.
Voluntary full-time employment benefits include medical, dental, and vision; life, AD&D, critical illness, and hospital insurance; short and long-term disability; identity/legal protection; as well as access to FSA and HSA accounts. Full and part-time employees are eligible to contribute to traditional and/or Roth 401(k) plans. Our Employee Assistance Program (EAP) offers counseling for a multitude of topics including (but not limited to) mental health, finances, adult care, disability, and grief.
Bulldog Gaming is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.