Call Center Representative (Weekend Availability)

Accel Entertainment•Kennesaw, GA

5d•Onsite

About The Position

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. 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 27,000 electronic gaming terminals in over 4,300 third-party local and regional establishments 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 also owns and operates brick and mortar casinos and a racino venue. 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, opened in April 2025 and features over 270 electronic gaming machines, food and beverage amenities, a sports book, para-mutuel betting and 55 days of thoroughbred horse racing a year. For more information, please visit www.accelentertainment.com.

Requirements

2–3 years of experience in a high-volume call center environment
Proficiency in Microsoft Word, Outlook, and Excel
Strong written and verbal communication skills
Ability to prepare reports and business correspondence
Excellent organizational, problem-solving, and analytical skills with the ability to manage priorities effectively
Capable of working independently and collaboratively within teams and committees
Adaptability to shifting priorities in a dynamic environment
Must be at least 21 years of age

Nice To Haves

Bilingual in Spanish (preferred but not required)

Responsibilities

Receive medium to high volume in-bound customer and location calls
Open customer and location cases to initiate and track inbound calls until all issues are resolved
Respond to customer and location calls by assessing issues and providing appropriate guidance to resolution
Dispatch service calls to Amusement Technicians to address and/or resolve technical customer issues in the field
Effectively manage challenging customers over the phone and escalate more complex customer issues to technical staff
Assess the logistic aspects of technicians, customers, and their locations, in each region throughout the East Coast
Update all status logs to ensure all cases are being dispatched properly and in a timely manner
Ensure all technicians are documenting their hours and accept their jobs to accurately reflect all dispatched calls
Provide exceptional customer service level commitments for response times, product knowledge, and problem-solving solutions
Work with all Service Solutions teams in a collaborative and professional manner to ensure efficiency of operations respectfully
Continuously seek process improvement and improving customer experience
Utilize Microsoft Excel and Outlook, Salesforce, Field Service Lightning, Bomgar, FortiClient, and VNC Viewer software
Undertakes additional tasks and duties as needed to support team goals and business needs.