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Service Solutions Representative

2 weeks ago

Burr Ridge, Illinois, United States Accel Entertainment Full time

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 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

Job Description
Accel Entertainment partners with small business owners to help their businesses thrive. We provide regulated electronic gaming machines and amusement devices in customized, inviting spaces and then support the partnership with best-in-class service, marketing, and dedicated relationship management to continue to improve business results. With a strong culture of compliance, Accel is the largest distributed gaming operator, committed to helping its local business partners succeed. We provide video gaming terminals, 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.

Summary
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 Amusement 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

  • Minimum of one-year certificate from college or technical school, 1 to 3 years related experience or equivalent combination of education and experience
  • Proficient in Microsoft Word, Outlook, and Excel
  • Ability to prepare reports and business correspondence
  • Excellent written and verbal communication skills
  • Ability to understand and follow written and verbal instructions
  • 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
  • Minimum of 21 years of age

PHYSICAL DEMANDS AND WORK ENVIRONMENT

  • Frequently required to stand, 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
AEGAMING

Base Pay Range
$ $23.00

This 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.