Dispatch Solutions Representative (Nights & Weekend Availability)

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: $20-$21 (depending on experience) Night Shift/Weekend Schedule - this schedule is set 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 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 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…