Call Center Representative (GA)

accelentertainment; Kennesaw (GA); Hybrid; USD 26,000 - 30,000; Full time

Benefits offered by this job

Medical, dental, and vision

Life, AD&D, critical illness, and  hsp

Short and long-term disability

Identity/legal protection; FSA and HSA

401(k) with employer match

Employee Assistance Program (EAP)

Job summary

Accel Entertainment, Inc. in Georgia is seeking a dispatch and customer service specialist to handle inbound calls, troubleshoot issues, and coordinate field dispatches to Amusement Technicians along the East Coast.

You will open cases, document steps, and track resolutions to ensure timely outcomes. Proficiency with Salesforce, Field Service Lightning, Bomgar, FortiClient, VNC Viewer, and Microsoft Office is required.

Qualifications

• 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.

Responsibilities

• 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.
• 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 elevate 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.

Skills

Dispatch experience

Call center experience

Microsoft Word/Outlook/Excel

Written and verbal communication

Organizational skills

Problem-solving

Tools

Salesforce

Field Service Lightning

Bomgar

FortiClient

VNC Viewer

Job description

About Us

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 29,000 electronic gaming terminals in nearly 4,700 third-party local and regional establishments and 20 self-operated gaming locations 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 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, features live racing, electronic gaming machines, live table games, food and beverage amenities, and pari‑mutuel betting.

Job Description

Job Highlights

Starting Pay: $19-$22 (depending on experience)

Shift Needed

4 days - Sunday and Monday: 12:00 pm to 8:30 pm/Friday and Saturday: 8:30 am to 5:00 pm

Health Insurance (Plus Vision and Dental)

401(k) with Employer Match

Hybrid Schedule after 90 days

Overview

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.

DUTIES AND 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 elevate 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.

QUALIFICATIONS

• 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

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Frequently required to stand, sit, walk, talk, and hear
• Continually required to utilize hand and finger dexterity, including use of a keyboard
• Specific vision abilities required for this job include close, distance, and peripheral vision, depth perception, and ability to adjust or focus
• Noise level in the work environment is usually moderate to loud

Base Pay Range : $19-$22 per hour

Benefits

• 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.

Accel Entertainment is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.