Dispatch Solutions Representative (Nights & Weekend Availability)

Accel Entertainment • Burr Ridge, IL

3d • $20 - $21 • Hybrid

About The Position

The Dispatch Solutions Representative receives inbound service calls, troubleshoots customer and location issues, coordinates dispatch of field personnel, ensures technicians are notified of new jobs, documents corrective steps, and supports other team needs. The role handles a medium to high volume of calls, opens and tracks cases through resolution, and provides guidance or escalates complex issues to technical staff. It also assesses technician and customer logistics across East Coast regions, maintains dispatch status logs, and helps ensure technicians accept jobs and document their hours accurately. The position works collaboratively with Service Solutions teams and uses Microsoft Office, Salesforce, Field Service Lightning, Bomgar, FortiClient, and VNC Viewer. The posted schedule is a set night-shift and weekend schedule. A hybrid schedule is available after 90 days.

Requirements

• Two to three years of dispatch or call center experience.
• Proficiency in Microsoft Word, Outlook, and Excel.
• Ability to prepare reports and business correspondence.
• Excellent written and verbal communication skills.
• Ability to understand and follow written and verbal instructions.
• Strong organizational, problem-solving, and analytical skills, including the ability to manage priorities and workflow.
• Ability to work independently and as a member of teams and committees.
• Versatility and willingness to work with constantly changing priorities.
• Must be at least 21 years of age.

Responsibilities

• Receive medium- to high-volume inbound calls from customers and locations.
• Open and track customer and location cases until issues are resolved.
• Assess reported issues and provide appropriate guidance toward resolution.
• Dispatch service calls to Service Technicians to address or resolve technical issues in the field.
• Manage challenging callers and escalate complex customer issues to technical staff.
• Assess logistics involving technicians, customers, and locations across East Coast regions.
• Update status logs to ensure cases are dispatched properly and promptly.
• Ensure technicians document their hours and accept jobs so dispatched calls are accurately reflected.
• Provide customer service that meets response-time, product-knowledge, and problem-solving commitments.
• Collaborate professionally with Service Solutions teams to support efficient operations.
• Seek process improvements and ways to improve the customer experience.
• Use Microsoft Excel and Outlook, Salesforce, Field Service Lightning, Bomgar, FortiClient, and VNC Viewer.
• Undertake additional tasks and duties to support team goals and business needs.

Benefits

• Health insurance, including medical, dental, and vision coverage.
• 401(k) plan with employer match; employees may contribute to traditional and/or Roth plans.
• Life, AD&D, critical illness, and hospital insurance.
• Short- and long-term disability insurance.
• Identity and legal protection.
• Access to FSA and HSA accounts.
• Employee Assistance Program offering counseling on topics including mental health, finances, adult care, disability, and grief.
• Hybrid schedule after 90 days.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed