Retail Care Center Specialist in Phoenix, AZ at Scientific Games

Date Posted: 2/24/2018

Job Snapshot

  • Employee Type:
  • Location:
    Phoenix, AZ
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

Position Summary:
The Retailer Care Center Specialist position will be responsible for managing inventory of all equipment found at a retailer location, customer support to District Lottery Representatives, assist field service staff with troubleshooting problems.  This position will have high visibility to the customer and internal staff, along with all levels of management.  This position will report to David Daily, Field Service Manager.

Responsibilities/Essential Functions:
-Key Management (ITVM and PCT): Manage keys inventory for PCT and ITVM product. Includes filing keys from new installations and distributing replacement sets to field staff as necessary.
-Terminal Movement Schedule (PCT and ITVM): Coordinate delivery, removal and relocation schedule for all regions of AZ.  Assist with development of new process and implementation.
-Coordinate communications installation: Manage communications installations process from start to finish including maintenance of database to monitor process and track exceptions.
-Coordinate terminal installations, removals, relocations (all Types).
-Provide level one support to customer and site for escalated retailer issues.
-Provide statistics and in some cases, statistical analysis of various data types including retailer sales, PM schedules, communication types and associated issues, service calls review, chronic retailer management, asset management. Each member of the RCC must be proficient with the use of Smart Services and associated applications ie Cloudsync, BI reports, DSE etc.
-Proactive Programs: Assist with development and implementation of all programs related to Field Operations.
oChronic Retailer Management
oService Call Follow Up
o Terminal Performance
oStaff Performance
oNRC Troubleshooting
-Information distribution: Act as a point of contact for lottery personnel and site personnel as it relates to Field Operations. Assist with development of communication plans to Field, site, NRC and AZ Lottery personnel.
-NRC Liaison: Act as point of contact for AZ site for all NRC related activities.
-Assist with developing documentation for various new and existing programs as necessary

Position Requirement/Skills & Abilities:
-An Associate’s Degree in related field or equivalent experience.
-Able to prioritize multiple projects.
-Must have strong communication and interpersonal skills.
-Ability to convey thoughts, ideas, and materials to all departments.
-Excellent customer service skills.
-Ability to develop and maintain positive working relationships.
-Intermediate computer software and hardware knowledge.
-Ability to compile and analyze statistical information.
-Ability to quickly learn and understand new technologies.
-Ability to work with all levels of management.

Job Requirements

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.