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Customer Service Manager Duluth, GA

Date Posted: 2/7/2019

Job Snapshot

Job Description

Reporting to the Director of Customer Service, the Manager of Customer Service is responsible for providing customer support for AGS’ Class II and Class III gaming operations for customers located international.  This position is escalation point and mentor for the Customer Service Representatives. This position requires, but is not limited to, providing phone queue management, logging of trouble tickets in a ticketing system, and dispatching to internal Technical Support and/or Field Service personnel when required.  This position will also ensure support staff stays on task, arrives and leaves on time and provides a level of support expected by the Director of Customer Service.

Responsibilities:

  • Must have Customer Service Leadership experience – 2 plus years
  • Provide oversight in the management of people and operational resources to ensure a good customer experience
  • Accesses the performance of the team, develop/update processes and procedures to drive an industry leading customer experience
  • Keep the knowledge base and documentation updated for the team so they can properly support the customer base
  • Proactive person with excellent communication skills
  • Experience with a ticketing tool to manage incidents in a timely manner
  • Develop and provide training plan for team
  • Ability to organize, prioritize and coordinate multiple work activities within the group to ensure SLAs are met
  • Ability to mentor and manage less experienced team members
  • Monitor productivity and quality of the Customer Service Representative’s calls and ticket output
  • Review goals/monitor trends – Prepare status reports for management review

 

Job Requirements

  • High school diploma with additional college coursework desired
  • Associates degree in technical, computer-related discipline or relevant on the job experience
  • Minimum 3 years’ customer support center experience
  • Strong analytical and organization skills
  • Strong written and oral communication
  • Works effectively under pressure.
  • Available for on-call on a rotating basis/multi-shift
  • Some travel required (5%)

Note: All offers are contingent upon successful completion of a background check

*Posted positions are not open to third party recruiters and unsolicited resume submissions will be considered free referrals.

AGS is an equal opportunity employer.