Evening Dispatch Solutions Representative

Accel Entertainment • Collinsville, IL

2d • Hybrid

About The Position

Accel Entertainment, Inc. is a growing provider of locals-focused gaming and one of the largest terminal operators in the United States. The Evening Dispatch Solutions Representative will be responsible for receiving in-bound service calls, troubleshooting issues, coordinating the dispatch of field personnel, ensuring field personnel are notified of new jobs, and documenting corrective steps taken. This role also involves assisting in other areas as needed and requires working a night shift/weekend schedule, with the possibility of a hybrid schedule after 90 days.

Requirements

• 2 to 3 years of dispatch or call center experience
• Proficient 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; able to manage priorities and workflow
• Ability to work independently and as a member of various teams and committees
• Versatility and willingness to work within constantly changing priorities
• Minimum of 21 years of age

Nice To Haves

• Experience with Salesforce, Field Service Lightning, Bomgar, FortiClient, and VNC Viewer software

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

Benefits

• Health Insurance (Plus Vision and Dental)
• 401(k) with Employer Match
• Medical, dental, and vision insurance
• Life, AD&D, critical illness, and hospital insurance
• Short and long-term disability
• Identity/legal protection
• Access to FSA and HSA accounts
• Employee Assistance Program (EAP)

What This Job Offers

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