Job description

Full Job Description

Accel Entertainment is the largest Gaming Terminal Operator in the country. We provide slot machines, redemption terminals, and amusement devices (pool tables, juke boxes, dart boards, etc.) to bars, restaurants, convenience stores, truck stops, and fraternal and veteran establishments across the country. Our focus is providing unmatched customer support, guidance, and compliance expertise so our partner establishments can grow their businesses and generate more revenue.

What You Will Do:

• Receive medium to high volume in-bound customer and location calls
• Open customer and location cases to initiate and track in-bound calls until all issues are resolved
• Dispatch service calls to Gaming Service Technicians to address and/or resolve technical customer issues in the field
• Effectively manage challenging customers over the phone and escalate more complex customer issues to technical staff
• Assess the logistic aspects of technicians, customers, and their locations, in each region throughout the state of Illinois
• Update all status logs to ensure all cases are being dispatched properly and in a timely manner
• Ensure technicians document hours and accept jobs to accurately reflect all dispatched calls
• Provide exceptional customer service level commitments for response times, product knowledge, and problem resolution or escalation
• Work with the Service Solutions Team in a collaborative and professional manner to ensure efficiency of operations and a professional, and respectful atmosphere
• Run Service Solutions staffing and service reports for the Service Solutions Manager
• Proficiently utilize Microsoft Outlook, Salesforce, Field Service Lightning, Bomgar, ADP, NRT BackOffice portal, TouchTunes portal, SGI Portal, SGI Help Desk portal, ALE BackOffice portal, and Switchvox.
• Provide guidance and assistance to Service Solutions Representatives
• Assist with the scheduling of the Service Solutions staff and covering of various shifts, as needed
• Monitor overall performances of Service Solutions Representatives, including providing insight for performance

QUALIFICATIONS

• Minimum of one-year certificate from college or technical school, 5 to 7 years related experience or equivalent combination of education and experience
• Preferred managerial or supervisory experience of 3 to 5 years
• Proficient in Microsoft Word, Outlook, and Excel
• Ability to prepare reports and business correspondence
• Calculate figures and amounts such as discounts, interest, commissions, and percentages
• 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
• Versatility and willingness to work within constantly changing priorities with enthusiasm
• Minimum of 21 years of age

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Frequently required to 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

The above is intended to describe the general content of, and requirements for, the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Night shift
• Weekend availability

Supplemental pay types:

• Bonus pay

Application Question(s):

• Are you willing to travel to Lincoln, NE for 2 weeks of training, and occasionally to meet with upper management?

Work Location: In person

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