Hybrid Dispatch & Service Desk Specialist

Accel Entertainment; United States; Hybrid; USD 26,000 - 30,000; 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 Specialist to handle inbound service calls, coordinate field technicians, and track issue resolution across the East Coast.

You will open cases, guide customers, and document steps to ensure timely completion of service work. Role requires 2–3 years of dispatch or call center experience, proficiency with Microsoft Word/Outlook/Excel, and strong communication and analytical abilities.

Qualifications

• 2–3 years of dispatch or call center experience.
• Proficient with Microsoft Word, Outlook, and Excel.
• Strong communication and problem-solving skills.
• Ability to manage multiple priorities and work independently.

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 guidance to resolution.
• Dispatch service calls to Amusement Technicians to address and/or resolve technical customer issues in the field.
• Elevate complex issues to technical staff when needed.
• Coordinate technicians, customers, and locations across the East Coast.
• Maintain status logs and ensure accurate dispatch of calls.
• Ensure technician hours and job acceptance reflect dispatched work.
• Deliver strong customer service with prompt response and product knowledge.
• Collaborate with Service Solutions teams to improve operations.

Skills

Dispatch experience

Call center

Microsoft Word

Microsoft Outlook

Microsoft Excel

Report writing

Communication skills

Organizational skills

Teamwork

Tools

Salesforce

Field Service Lightning

Bomgar

FortiClient

VNC Viewer

Microsoft Excel

Job description

Accel Entertainment, Inc. is seeking a Dispatch Specialist to handle inbound service calls, coordinate field technicians, and track issue resolution across the East Coast.

You will open cases, guide customers, and document steps to ensure timely completion of service work. Role requires 2–3 years of dispatch or call center experience, proficiency with Microsoft Word/Outlook/Excel, and strong communication and analytical abilities.