Call Center Representative (PART TIME - WEEKENDS AVAILABILITY ONLY)

Bulldog Gaming, LLC; Kennesaw (GA); On-site; USD 26,000 - 28,000; Full time

Benefits offered by this job

Health Insurance (Plus Vision and Derm

401(k) with Employer Match

Hybrid to Fully Remote Role

Job summary

Bulldog Gaming, LLC in the United States is seeking a dispatch specialist to handle high-volume incoming calls from customers and locations, open and track cases, and provide guidance to resolve issues. You will coordinate with Amusement Technicians and service teams to ensure timely dispatch and quality support across the East Coast.

Starting pay is $19–$20 per hour with weekend availability, plus health, vision and dental insurance, and a 401(k) with employer match.

Qualifications

• 2 to 3 years of dispatch or call center experience.
• Proficient in Microsoft Word, Outlook, and Excel.
• Ability to prepare reports and business correspondence.
• Excellent written and verbal communication skills.

Responsibilities

• Receive medium to high volume in-bound customer and location calls.
• Open customer and location cases to initiate and track inbound calls until resolved.
• Respond to customer and location calls with guidance to resolution.
• Dispatch service calls to Amusement Technicians to resolve issues.
• Manage challenging customers over the phone and escalate when needed.
• Assess logistics of technicians, customers, and locations across the East Coast.
• Update status logs to reflect dispatch status.
• Ensure technicians document hours and accept jobs.
• Provide exceptional customer service with rapid response and product knowledge.
• Work with Service Solutions teams to ensure efficient operations.
• Seek process improvements to improve customer experience.
• Utilize Excel and Outlook, Salesforce, Field Service Lightning, Bomgar, FortiClient, VNC Viewer.

Skills

Dispatch experience

Call center

MS Office

Excel

Written communication

Verbal communication

Organization

Independence

Tools

Microsoft Word

Outlook

Excel

Salesforce

Field Service Lightning

Bomgar

FortiClient

VNC Viewer

Job description

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

Job Highlights

Starting Pay: $19-$20 (depending on experience)

Must have weekend availability

Health Insurance (Plus Vision and Dental)

401(k) with Employer Match

Hybrid to Fully Remote Role Overview:

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 to 3 years of dispatch or call center 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

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

$20.00 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.

Benefits

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.

Equality and Diversity

Bulldog Gaming is an equal opportunity employer.

We celebrate diversity and are committed to creating an inclusive environment for all employees.

Company Overview

Bulldog Gaming provides gaming machines, 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. Our focus is providing unmatched customer support, guidance, and compliance expertise so our partner establishments can grow their businesses and generate more revenue.