Retailer Care Center Specialist

  • Full-time
  • Gardiner, ME
  • July 3, 2022

EMPLOYER: Scientific Games



The Retailer Care Center Specialist II position will be responsible for managing the SLA report, manage logistical reporting while creating new logistical reporting by area, manage inventory of all equipment found at a retailer location, customer support to the Maine Lottery, assist field service staff with troubleshooting problems and field activities, manage late penalties, and maintenance and distribution of consumable products as it pertains to the equipment.  This position will have high visibility to the customer and internal staff, along with all levels of management.  This position will report to the Field Service Manager.

Job Functions:

·         Create and maintain the SLA report as per contract.

·         Create and manage logistical reporting for the Maine jurisdiction (DSR, PHD and Service Call Reports).

·         Agent Change Process – Coordinate delivery, removal and relocation schedule for all regions of Maine.  Assist with development of new process and implementation.

·         As it pertains to Service Level Agreement reports (SLA), review the call queue for all service call activity, provide late-call reports, review late call justification and assist Field Service Manager with all facets of the report.

·         Monitor and manage call-queue – Traffic flow, accuracy and call assignments, accuracy in priority levels, and management of queue to minimize SLA’s, and collaborate with Dispatch on any call-queue discrepancy.

·         Provide level one support to customer and site for escalated retailer and DSR issues.

·         Provide reports and statistics and in some cases, statistical analysis of various data types including retailer sales, PM schedules, Technician schedules, communication types and associated issues, service calls review, chronic retailer management, asset management, and consumable management. Each member of the RCC must be proficient with the use of Smart Services and associated applications i.e., mobile phone support, Infuse/Tableau, SQL, BI reports, DSE etc.

·         Assist with field schedule management and advise service manager regarding the need for overtime.

·         Assist with field tech ride-alongs and site audits.

·         Proactive Programs: Assist with development and implementation of all programs related to Field Operations.

o    Chronic Retailer Management.

o    Service Call Follow Up.

o    Terminal Performance.

o    Staff Performance (periodic review and analysis of Tech Dashboard).

o    NRC Troubleshooting (periodic review and recommended updates of Maine’s TRAKS documentation).

·         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 Maine Lottery personnel.

·         NRC Liaison: Act as point of contact for Maine site for all NRC related activities.

·         Assist with developing documentation for various new and existing programs as necessary.

·         Assist with fleet service and maintenance scheduling, monitoring of fleet speeding, idling and acceleration/braking.

·         Develop technical training documentation and assist with new-hire field and bench tech training and any follow-up training for existing staff.

·         Assist with field communications analysis, determining which retailers may require network optimization.

·         Manage the SmartServices van and site inventory, performing all Direct Transfers and parts orders for the bench staff.  Complete periodic physical inventory of all warehouse and field tech vans.

Manage the distribution of retailer consumables, including the tracking and reporting via UPS Worldwide and SmartServices.


• An Associate’s Degree in related field or 1-3 years of equivalent experience. • Must have strong communication and interpersonal skills. • Must be proficient in all MS Office applications. • Excellent customer service skills. • Intermediate computer software and hardware knowledge. • Able to prioritize multiple projects. • Ability to communicate thoughts, ideas, and materials, both verbally and/or written, to all departments. • Ability to develop and maintain positive working relationships. • Ability to compile and analyze statistical information. • Ability to quickly learn and understand new technologies. • Ability to work with all levels of management.
Pay Rate: $17.00 Per Hour

How to Apply:

Contact: Amber Wells
Phone: (678) 379-3016

To apply for this job please visit the following URL: