Dispatch Solutions Specialist

Accel Entertainment; Burr Ridge (IL); Hybrid; USD 28,000 - 29,000; Full time

Benefits offered by this job

Health Insurance

Vision and Dental

401(k) with Employer Match

Hybrid Schedule after 90 days

Job summary

Accel Entertainment, Inc. is seeking a Dispatch & Service Support specialist in Burr Ridge, IL. You will handle inbound service calls, coordinate field dispatch, and document resolutions to ensure timely problem solving.

Responsibilities include opening and tracking cases, guiding customers to resolution, dispatching technicians, and maintaining accurate logs. Proficiency with Excel, Outlook, Salesforce, and related tools is required, along with 2–3 years in dispatch or call center roles.

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.
• 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.
• Minimum of 21 years of age.

Responsibilities

• Receive medium to high volume in-bound customer and location calls.
• Open customer and location cases to initiate and track inbound calls until issues are resolved.
• Respond to customer calls by assessing issues and guiding to resolution.
• Dispatch service calls to Service Technicians to address issues.
• Manage challenging customers and escalate complex issues to technical staff.
• Update status logs and ensure proper dispatch of calls.
• Ensure technicians document hours and accept jobs for accurate reflection.
• Provide exceptional service level commitments for response times and knowledge.
• Collaborate with Service Solutions teams to improve efficiency.
• Seek process improvements to enhance customer experience.
• Utilize Excel, Outlook, Salesforce, Field Service Lightning, Bomgar, FortiClient, and VNC Viewer.

Skills

Dispatch / Call center experience

Reports & business correspondence

Written & verbal communication

Organizational & problem-solving

Teamwork / independence

Age 21+ eligibility

Tools

Salesforce

Field Service Lightning

Bomgar

FortiClient

VNC Viewer

Microsoft Excel

Outlook

Job description

Accel Entertainment, Inc. is seeking a Dispatch & Service Support specialist in Burr Ridge, IL. You will handle inbound service calls, coordinate field dispatch, and document resolutions to ensure timely problem solving.

Responsibilities include opening and tracking cases, guiding customers to resolution, dispatching technicians, and maintaining accurate logs. Proficiency with Excel, Outlook, Salesforce, and related tools is required, along with 2–3 years in dispatch or call center roles.