Customer Service Manager at Ainsworth Game Technology

Las Vegas, Nevada, United States -

Full Time

Start Date

Immediate

Expiry Date

11 Sep, 26

Salary

65000.0

Posted On

13 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational Oversight, Staff Management, Business Writing, Negotiation, MS Office, Performance Metrics Analysis, Employee Relations, Technology Implementation

Industry

Gambling Facilities and Casinos

Description

POSITION SUMMARY The Customer Service Manager oversees daily operations activities, evaluates employee performance, and ensures key performance metrics meet or exceed expectations. This role is responsible for maintaining service quality, tracking attendance, fostering positive employee relations, and promoting company culture. REPORTS TO: Vice President of Customer Support MAIN RESPONSIBILITIES * Operational Oversight: Monitors and evaluates daily operations activities and employee performance, including missed runs, on-time statistics, customer complaint data, and accident data. Ensures performance indicators meet or exceed client and corporate expectations, ensuring liquidated damages are kept to a minimum and failures are corrected. * Technology Implementation: Responsible for the implementation and support of business-critical operations technologies (Astro, Shifts, Pronto), serving as a subject matter expert. Manages the department’s performance by making best practice recommendations and facilitating the implementation of technology solutions. * Staff Management: Tracks and maintains employee attendance, recommends discipline for operations personnel, and ensures staff are well trained and successful. Coordinates in-service monitoring and turn-in activities involved in daily scheduling operations. * Leadership & Culture: Responsible for maintaining positive employee and labor relations including regular engagement with frontline staff, acknowledging performance, and promoting company vision and culture. Holds routine meetings with staff to respond to service issues and informs the VP of Customer Support of potential risks. JOB REQUIREMENTS Experience * 1 to 3 years work experience in the Gaming Field or equivalent. Knowledge & Skills * 1 to 3 years of MS Office experience. * Proficient in business writing and negotiation. PHYSICAL & MENTAL REQUIREMENTS * Lifting/Carrying: Must be able to lift boxes in excess of 25 lbs. up to 50 lbs. * Sitting: The role requires significant time seated for data analysis and reporting. * Visual Acuity: Required for reviewing performance metrics and reading detailed reports. * Driving: Requires maintaining a current driver’s license and potentially driving to different locations. * Decision Making: Involves time-pressured decisions regarding service failures and disciplinary actions. Additional Requirements * Must be able to obtain and maintain a Nevada gaming registration. * Must possess a current and valid driver’s license.

Responsibilities

The Customer Service Manager oversees daily operations, monitors employee performance, and ensures key metrics meet corporate and client expectations. The role also involves implementing business-critical technologies and fostering a positive company culture through staff engagement.