What are the responsibilities and job description for the Customer Solutions Representative position at Village Associates LLC?

Responsible to ensure that Bay Tek Entertainment delivers the highest level of customer service possible to both internal and external customers. Primarily responsible to provide unscripted technical troubleshooting phone support to our customers for any of the products we manufacture to help diagnose electromechanical and software related issues while also generating sales of parts and other products.

Responsibilities :

Assure customer satisfaction by working directly with our end customers via phone to troubleshoot and provide technical advice to resolve game / machine problems
Troubleshoot by understanding and identifying the cause and effect of software and electromechanical devices
Within the Village, be a strong customer advocate while balancing our business goals
Identify and quantify issues to discover or prove patterns and trends
Engage with others to resolve issues
Possess the ability to document issues and report out details and status
Provide internal and external communication, disseminating information about issues, advisories, status, resolutions, techniques, etc.
Willing involvement with our new product development team as a customer advocate
Perform data entry, recording the details of the incident and entering of the resulting order and invoicing process for parts required
Email Corresponding with customers and distributers which may lead to customer orders
Email Corresponding to troubleshoot products in the field with technicians.
Be Sales Minded to help upsell and drive orders to hit overall sales goals and growth

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 :

3 - 5 years as a Customer Service Agent or similar

High school diploma or GED

Proven business or life-experience in troubleshooting

Knowledge / Skills / Abilities :

Understands the use of the multi-meters, AC / DC power

Understands troubleshooting PCBAs and electronics systems

Ability to interpret wiring schematics and drawings

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

Strong interpersonal skills in areas of verbal and written communications

High degree of accuracy and attention to detail

Proficiency with Microsoft Office products (Word, Excel, etc.)

Mechanical assembly build experience a plus

Motivational, listening, and problem-solving skills

Works well with others in a team environment

Clear and concise, fluent, and positive communication skills

Possess the ability to make good judgment calls in an environment without black and white rules

Ability to take on and resolve recurring difficulties with customers and staff

Travel Requirements :

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

Physical Requirements :

The ability to sit, stand, bend, and twist

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