Customer Experience Field Specialist

Accel Entertainment•Peoria, IL

5d•Onsite

About The Position

The primary responsibilities of the Customer Experience Specialist include but are not limited to a field-based, customer-facing role responsible for supporting exceptional service standards across gaming locations through on-site visits. This position focuses on assessing customer service quality, building strong relationships, and evaluating overall location appearance to ensure alignment with company expectations and regulatory requirements. The role also identifies and addresses operational, service, equipment-related issues as needed, and any other factors affecting the customer experience at establishments.

Requirements

Prior experience in hospitality, customer service, field service, or quality-focused roles
Strong interpersonal and communication skills with the ability to interact professionally with external customers
Demonstrated attention to detail, particularly related to cleanliness, presentation, and service quality
Ability to work independently in a field-based role while following established guidelines
Comfortable performing service repairs or troubleshooting tasks
Organized, reliable, and proactive with strong problem-solving skills
Outgoing personality with a passion for delivering excellent customer experiences
Must be over 21 years old
Must possess a valid driver’s license
Must be able obtain and maintain an Illinois Gaming Terminal Handler’s license

Responsibilities

Strengthen relationships with partner locations by providing a white glove customer experience to build the brand and customer retention
Conduct regular on-site visits to customer locations to evaluate service levels and overall customer experience
Assess and correct location appearance, cleanliness, organization, and overall presentation to ensure alignment with company and location’s expectations
Document site visit findings and submit to Manager, as requested
Maintain positive, professional working relationships with customers and business partners through clear communication and hospitality-focused engagement
Follow company policies, procedures, and quality assurance standards
Verify company’s equipment is properly maintained, operational, and positioned in accordance with company standards and applicable gaming regulations
Identify potential issues related to equipment condition or placement and perform minor service repairs or adjustments as needed, within scope and training
Identify and communicate potential compliance (i.e. expired licenses, improper or missing signage), service, or operational issues and escalate concerns appropriately (Manager, call center, or location’s Relationship Manager), where appropriate
Communicate professionally and clearly with customers regarding expectations, observations, and next steps
Develop relationships and trust with establishment ownership by addressing and escalating concerns and ideas
Other duties as assigned

Benefits

PTO / Wellness Days / Floating Holidays
Medical / Dental / Vision Insurance
Life / AD&D / Hospital Indemnity / Critical Illness / Accident Insurance
STD / LTD
Legal / ID Theft Insurance
FSA (Health Care, Dependent Care, Limited Purpose) / HSA
Traditional and Roth 401(k)
Base Pay Range: 55k - 65k
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.