Dispatch Solutions Representative (Nights & Weekend Availability

About Us Accel Entertainment, Inc. (NYSE: ACEL) is a growing provider of locals-focused gaming and one of the largest terminal operators in the United States, supporting more than 29,000 electronic gaming terminals in nearly 4,700 third-party local and regional establishments and 20 self-operated gaming locations across ten states. Through exclusive long-term contracts, Accel serves licensed non-casino locations including bars, restaurants, convenience stores, truck stops, gaming cafes, and fraternal and veteran establishments. Accel provides its local partners with a turnkey, full-service, capital-efficient gaming solution that encompasses manufacturing, content, payments, loyalty, 24/7 customer service, data analysis and reporting, and cash logistics. The Company’s racino, Fairmount Park - Casino & Racing, features live racing, electronic gaming machines, live table games, food and beverage amenities, and pari-mutuel betting. Job Description Job Highlights: Starting Pay: $20-$21 (depending on experience)Night Shift/Weekend Schedule - this schedule is setHealth Insurance (Plus Vision and Dental)401(k) with Employer MatchHybrid Schedule after 90 days Overview The primary responsibilities of this position include, but are not limited to, receiving in-bound service calls, troubleshooting issues, coordinating the dispatch of field personnel, ensuring field personnel are notified of new jobs, documenting the corrective steps taken, as well as assisting in other areas as needed. Duties And Responsibilities Receive medium to high volume in-bound customer and location callsOpen customer and location cases to initiate and track inbound calls until all issues are resolvedRespond to customer and location calls by assessing issues and providing appropriate guidance to resolutionDispatch service calls to Amusement Technicians to address and/or resolve technical customer issues in the fieldEffectively manage challenging customers over the phone and escalate more complex customer issues to technical staffAssess the logistic aspects of technicians, customers, and their locations, in each region throughout the East CoastUpdate all status logs to ensure all cases are being dispatched properly and in a timely mannerEnsure all technicians are documenting their hours and accept their jobs to accurately reflect all dispatched callsProvide exceptional customer service level commitments for response times, product knowledge, and problem-solving solutionsWork with all Service Solutions teams in a collaborative and professional manner to ensure efficiency of operations respectfullyContinuously seek process improvement and improving customer experienceUtilize Microsoft Excel and Outlook, Salesforce, Field Service Lightning, Bomgar, FortiClient, and VNC Viewer softwareUndertakes additional tasks and duties as needed to support team goals and business needs. Qualifications 2 to 3 years of dispatch or call center experienceProficient in Microsoft Word, Outlook, and ExcelAbility to prepare reports and business correspondenceExcellent written and verbal communication skillsAbility to understand and follow written and verbal instructionsStrong organizational, problem-solving, and analytical skills; able to manage priorities and workflowAbility to work independently and as a member of various teams and committeesVersatility and willingness to work within constantly changing prioritiesMinimum of 21 years of age PHYSICAL DEMANDS AND WORK ENVIRONMENT Frequently required to stand, sit, walk, talk, and hearContinually required to utilize hand and finger dexterity, including use of a keyboardSpecific vision abilities required for this job include close, distance, and peripheral vision, depth perception, and ability to adjust or focusNoise level in the work environment is usually moderate to loud #AEGAMING Base Pay Range $20.00-$21.00 per hour This range represents the low and high end of the anticipated base salary range for this position. The base salary will depend on a number of factors such as: qualifications, experience level, and skillset. Voluntary full-time employment benefits include medical, dental, and vision; life, AD&D, critical illness, and hospital insurance; short and long-term disability; identity/legal protection; as well as access to FSA and HSA accounts. Full and part-time employees are eligible to contribute to traditional and/or Roth 401(k) plans. Our Employee Assistance Program (EAP) offers counseling for a multitude of topics including (but not limited to) mental health, finances, adult care, disability, and grief. Accel Entertainment is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.