Customer Service Tech Team Leader

Description

Responsible to ensure that Bay Tek Entertainment delivers the highest level of customer service possible to both internal and external customers. Primarily responsible to support the Customer Service Technicians with support and guidance for the day-to-day questions on processes and customer related inquiries. 

Responsibilities:

• Provide coaching, training and feedback to the team to ensure high-quality service delivery for overall customers satisfaction.
• Help develop and maintain customer service policies and procedures to ensure efficiency and accuracy across the team.
• Work with P&S manager to innovate and identify opportunities for process improvements and overall enhancement of the department.
•  Assure customer satisfaction by working directly with our end customers via phone and email to troubleshoot and provide technical advice to resolve game/machine issues. 
• Troubleshoot by understanding and identifying the cause and effect of software and electro-mechanical devices.
• Engage with others to resolve issues.
• Identify and quantify issues to discover or prove patterns and trends.
• Perform data entry, recording the details of the incident and entering of the resulting order and invoicing process for required parts along with communicating status updates. 
• Provide internal and external communication, disseminating information about issues, advisories, status, resolutions, and techniques.
• Be a strong customer advocate while balancing our business goals.
• Willing to be involved with our new product development team as a customer advocate.
• Become a Product Expert.

Materials and Equipment Utilized:

• Typical office equipment

Working Environment:

• 95% - Office environment
• 5% - Manufacturing environment; clean, low to moderate noise, safety glasses required and other personal protective equipment where applicable

Requirements

Education and Training:

• 5+ years of Customer Service Technician or similar 
• Team Leader Experience a Plus 
• Associate Degree Preferred 
• Call Center Experience
• Proven Troubleshooting Experience

Knowledge/Skills/Abilities:

• Self-starter capable of observing and solving problems using all available resources.
• Must be able to establish priorities, work independently, and proceed with objectives without supervision.
• Confidence, tact, patience, politeness, and diplomacy while dealing with complex problems and customers.
• Ability to coach team on how to handle difficult customer situations. 
• Strong interpersonal skills in the areas of verbal and written communications.
• High degree of accuracy and attention to detail.
• Proficiency with Microsoft Office products (Word, Excel, etc.).
• Clear and concise, fluent, and positive communication skills.
• Possess the ability to make good judgment calls in an environment without black and white rules.
• Knowledge of internal processes and procedures related to teams responsibilities such as workflow management, quality and performance. 
• Collaborate with colleagues across departments to achieve goals and objectives.
• Understanding customer needs preferences and pain points to address inquiries and provide solutions.
• Expert in the use of the multi-meters, AC/DC power, troubleshooting PCBA’s and electronic systems, and ability to interpret wiring schematics and drawings.
• Mechanical assembly build experience a plus.

Travel Requirements:

• Possible, but not regular, visits to customer locations as well as possible attendance at trade shows.

Physical Requirements:

• Ability to sit, stand, bend, and twist