Accel Entertainment

Representative

• Receive medium to high volume inbound customer and location calls
• Open customer and location cases to initiate and track inbound calls until all issues are resolved
• Assess issues and provide appropriate guidance to resolution
• Dispatch service calls to Amusement Technicians to address or resolve technical customer issues in the field
• Manage challenging customers over the phone and escalate complex issues to technical staff
• Assess logistics of technicians, customers, and locations throughout the East Coast
• Update status logs to ensure cases are dispatched properly and timely
• Ensure technicians document their hours and accept jobs accurately
• Provide exceptional customer service regarding response times, product knowledge, and problem-solving
• Collaborate with Service Solutions teams to ensure operational efficiency
• Seek process improvements and improve customer experience
• Utilize Microsoft Excel, Outlook, Salesforce, Field Service Lightning, Bomgar, FortiClient, and VNC Viewer
• Undertake additional tasks to support team goals and business needs

Dispatch Solutions Representative – Nights & Weekend Availability

Field Engineer

• Work in the field 40 hours per week at bars, restaurants, gas stations, truck stops, and similar locations
• Maintain and repair gaming devices, ATMs, amusement equipment, and redemption devices
• Load and unload supplies
• Assist in other areas as needed
• Respond to and troubleshoot equipment repair service calls in a timely manner
• Interact with clerks, restaurant staff, management, and customers to resolve issues
• Provide exemplary customer service
• Manage inventory to ensure parts are available for repairs
• Complete documentation for device entry and logs
• Perform auditing procedures on slot machines, amusement devices, dispensers, and ATMs

Dispatch Solutions Representative – Nights & Weekend Availability

Field Service Technician