QDC Service Manager - Mt Laurel, NJ

QDC Services Manager

 

Location: QDC east, Mt Laurel, NJ

 

Reports to: QDC Operations Manager

 

Responsibilities:

· Develop, implement and manage QDC customer communication process.

o  Notification of changes

o  Upcoming events

o  Incidents

 

· Incident reporting

 

· Primary point of contact during incidents

 

· Generate and distribute incident reports

 

· Source and implement customer service training for all employees at the QDC

 

· Monitor service calls, assist with customer queries and identify follow-up training needs

 

· Review and update BoS checklists to confirm they meet customer requirements (includes card requirements/entry)

 

· Implement procedure for follow-up customer calls to review standard of QDC service. Implement training and/or revised procedures as necessary

 

· Log customer calls (Remedy). Analyze call logs to determine actions and follow-up training to address customer needs.

 

· Make recommendation on ways to improve customer service.

 

Requirements:

· Good customer service skills and phone manner

· Administrative skills (word, excel)

· Technical knowledge

· Pari-mutuel wagering experience

· Qualification

· Experience