Dispatch Level 1 in Alpharetta, GA at Scientific Games

Date Posted: 3/27/2018

Job Snapshot

Job Description

Position Summary:
The Dispatcher will be the principle point of contact between the Lottery Retailers, Casinos, Technical Service Representatives, site Field Service Supervisor and Technicians. The Dispatcher will be responsible for ensuring minimal monetary exposure by properly routing and prioritizing retailer and site requested visits. The Dispatcher position will attain this goal by utilizing multiple systems, including, but not limited to, Dynamic Scheduling Engine, Smart Services, and Fleetmatics.

Job Functions:
• Properly manage the activities for 450 Field Service Technicians across 20 active remote sites
• Properly manage the service request queue by correctly prioritizing, routing all service tickets as entered by the Technical Service Representative
• Provide updates as necessary to all Field Service Technicians on all tickets currently in queue
• Accurately document all updates from the Technical Service Representatives and Field Service Technicians
• Entry of all closing information as reported from the field, including the accurate tracking of all serialized assets
• Perform Quality Assurance checks on all incidents as they are entered into the service queue
• Correctly manage Service Level Agreements for each remote site while working closely with the Field Service Manager
• Escalate all instances where the potential to exceed Service Level Agreements will expose the company to liquidated damages
• Maintain accurate contact information for all Field Service Technicians
• Provide an excellent level of customer service to all Field Service technicians
• Successfully meet and exceed departmental Key Performance Indicators  
• Document and report any abnormalities with any computer or phone systems utilized by the GSC Dispatcher
• Responsible for learning the hardware, software functionality, terminals including peripherals
• Provide technical support as it relates to gaming terminals or communications related service calls
• Properly route Retailer service tickets to second level support including Field Service, or Data Centers
• Properly communicate any situations relating to Retailers/Representatives that may require escalation to Response Center/Site Level Management to the Service Desk Supervisor
• Responsible for meeting departmental metrics and Key Responsibility Areas (KRA’s)
• Communicate directly with Operations and Dispatch departments in the event status changes or updates are made to open tickets
• Assist with on call coverage as call volume, technician schedule or team call outs dictate

Job Requirements

Position Requirements/Qualifications:
• High School Diploma or equivalent
• Strong ability to multitask
• 2+ years call center experience or relevant experience
• Basic knowledge of Microsoft Office applications including Excel, Power Point, Outlook, Word, phones, computers, faxes

• Ability to work under pressure in a constantly changing environment
• Excellent verbal and written communication skills
• Attention to detail
• Ability to self manage
• Ability to type at least 30 WPM
SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, sexual orientation, veteran status, or on the basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here EEOC Poster.