Evening Dispatch Solutions Representative

Overview The position involves handling inbound service calls, troubleshooting issues, coordinating the dispatch of field personnel, ensuring timely notification of new jobs to field staff, documenting corrective steps, and providing support in other areas as needed. Responsibilities Receive medium to high volume inbound 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 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 cases are dispatched properly and in a timely manner Ensure technicians document 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 Service Solutions teams in a collaborative and professional manner to ensure efficiency of operations Continuously seek process improvements and improve customer experience Utilize Microsoft Excel and Outlook, Salesforce, Field Service Lightning, Bomgar, FortiClient, and VNC Viewer software Undertake additional tasks and duties as needed to support team goals and business needs Qualifications 2 to 3 years of dispatch or call center 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. Compensation and Benefits Base Pay Range: $19-$21 per hour. This range represents the low and high end of the anticipated base salary range for this position and depends on qualifications, experience, and skillset. Starting Pay: $19-$22 (depending on experience). Health Insurance (Plus Vision and Dental), 401(k) with Employer Match. Voluntary full-time employment benefits include medical, dental, and vision; life, AD&D, 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. Employee Assistance Program (EAP) offers counseling for topics including 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. #J-18808-Ljbffr