Evening Dispatch Solutions Representative

Accel Entertainment; Burr Ridge (IL); Hybrid; USD 26,174 - 30,307; Full time

Benefits offered by this job

Health Insurance (Vision & Dental)

401(k) with Employer Match

Hybrid Schedule after 90 days

EAP / Life and disability benefits

Job summary

Accel Entertainment is seeking a Dispatch Center Associate to handle inbound service calls, triage issues, and coordinate the dispatch of Amusement Technicians to address customer problems in the field.

You will maintain status logs, document hours, and deliver high-quality customer service while adapting to changing priorities. The role offers a hybrid schedule after 90 days, health, dental and vision benefits, and 401(k) with employer match.

Qualifications

• 2–3 years of dispatch or call center experience.
• Proficient in Microsoft Word, Outlook, and Excel.
• Excellent written and verbal communication skills.
• Ability to understand and follow written and verbal instructions.
• Strong organizational, problem-solving, and analytical skills.

Responsibilities

• Receive medium to high volume inbound customer and location calls.
• Open customer and location cases to initiate and track inbound calls until issues are resolved.
• Respond to calls by assessing issues and providing guidance to resolution.
• Dispatch service calls to Amusement Technicians to address issues in the field.
• Update status logs to ensure proper dispatch and timely resolution.
• Ensure technicians document hours and accept jobs to reflect dispatched calls.
• Provide exceptional customer service and meet response time expectations.
• Collaborate with Service Solutions teams for operational efficiency.
• Utilize Excel, Outlook, Salesforce, Field Service Lightning, Bomgar, FortiClient, and VNC Viewer.

Skills

Dispatch experience

Call center

Analytical skills

Communication skills

Microsoft Excel

Microsoft Word

Microsoft Outlook

Tools

Salesforce

Field Service Lightning

Bomgar

FortiClient

VNC Viewer

Job description

About UsAccel 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 27,000 electronic gaming terminals in over 4,300 third-party local and regional establishments 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 also owns and operates brick and mortar casinos and a racino venue.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, opened in April 2025 and features over 270 electronic gaming machines, food and beverage amenities, a sports book, para-mutuel betting and 55 days of thoroughbred horse racing a year. For more information, please visit www.accelentertainment.com.Job Description:Job Highlights:Starting Pay: $19-$22 (depending on experience)Night Shift/Weekend Schedule - this schedule is setHealth Insurance (Plus Vision and Dental)401(k) with Employer MatchHybrid Schedule after 90 daysOverview: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 RESPONSIBILITIESReceive medium to high volume in-bound customer and location callsOpen customer and location cases to initiate and track inbound calls until all issues are resolvedRespond to customer and location calls by assessing issues and providing appropriate guidance to resolutionDispatch service calls to Amusement Technicians to address and/or resolve technical customer issues in the fieldEffectively manage challenging customers over the phone and escalate more complex customer issues to technical staffAssess the logistic aspects of technicians, customers, and their locations, in each region throughout the East CoastUpdate all status logs to ensure all cases are being dispatched properly and in a timely mannerEnsure all technicians are documenting their hours and accept their jobs to accurately reflect all dispatched callsProvide exceptional customer service level commitments for response times, product knowledge, and problem-solving solutionsWork with all Service Solutions teams in a collaborative and professional manner to ensure efficiency of operations respectfullyContinuously seek process improvement and improving customer experienceUtilize Microsoft Excel and Outlook, Salesforce, Field Service Lightning, Bomgar, FortiClient, and VNC Viewer softwareUndertakes additional tasks and duties as needed to support team goals and business needs.QUALIFICATIONS2 to 3 years of dispatch or call center experienceProficient in Microsoft Word, Outlook, and ExcelAbility to prepare reports and business correspondenceExcellent written and verbal communication skillsAbility to understand and follow written and verbal instructionsStrong organizational, problem-solving, and analytical skills; able to manage priorities and workflowAbility to work independently and as a member of various teams and committeesVersatility and willingness to work within constantly changing prioritiesMinimum of 21 years of agePHYSICAL DEMANDS AND WORK ENVIRONMENTFrequently required to stand, sit, walk, talk, and hearContinually required to utilize hand and finger dexterity, including use of a keyboardSpecific vision abilities required for this job include close, distance, and peripheral vision, depth perception, and ability to adjust or focusNoise level in the work environment is usually moderate to loud#AEGAMINGBase Pay Range:$19-$21 per hourThis range represents the low and high end of the anticipated base salary range for this position. The base salary will depend on a number of factors such as: qualifications, experience level, and skillset.Voluntary full-time employment benefits include 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.