Customer Service Representative

Company Description

Pace-O-Matic has been a leader in designing, producing, and licensing skill-based games for 25 years. Committed to innovation, integrity, and empowerment, our games provide exciting entertainment for players while supporting small businesses and nonprofits with sustainable revenue. With a focus on responsible practices and thoughtful design, we help operators thrive, elevate industry standards, and make a positive impact on communities. Headquartered in Duluth, GA, we continue to push the boundaries of innovation in the skill gaming industry.

Role Description

We are seeking a dedicated Customer Service Representative for a full-time on-site role at our Duluth, GA location. As a Customer Support Representative at Pace-O-Matic, you will be the frontline connection between our customers and the company. A Customer Support Representative will provide top-tier support to distributors, operators, technicians, and others by addressing inquiries related to gameplay, software and hardware issues, account management, maintenance, and more.

Qualifications

• 2+ years of related experience preferred
• Proficient in Microsoft Office (Word, Excel, PowerPoint)
• Strong organizational and time management skills
• Excellent written and verbal communication skills
• Ability to handle confidential information with discretion
• Able to multitask and adapt to changing priorities

Key Responsibilities

• Answer incoming calls and support customer inquiries
• Troubleshoot and resolve customer issues via phone, email, or text
• Document technical issues, call details, and sales requests in internal systems
• Test and analyze product issues to identify solutions
• Keep customers informed and follow up to ensure resolution
• Share feedback, feature requests, and recurring issues with internal teams
• Inform customers about new features and updates
• Provide excellent customer service and take ownership of issues through resolution