Call Center Representative (Weekend Availability)

Job TitleThe 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 ResponsibilitiesReceive medium to high volume in-bound customer and location callsOpen customer and location cases to initiate and track inbound calls until all issues are resolvedRespond to customer and location calls by assessing issues and providing appropriate guidance to resolutionDispatch service calls to Amusement Technicians to address and/or resolve technical customer issues in the fieldEffectively manage challenging customers over the phone and escalate more complex customer issues to technical staffAssess the logistic aspects of technicians, customers, and their locations, in each region throughout the East CoastUpdate all status logs to ensure all cases are being dispatched properly and in a timely mannerEnsure all technicians are documenting their hours and accept their jobs to accurately reflect all dispatched callsProvide exceptional customer service level commitments for response times, product knowledge, and problem-solving solutionsWork with all Service Solutions teams in a collaborative and professional manner to ensure efficiency of operations respectfullyContinuously seek process improvement and improving customer experienceUtilize Microsoft Excel and Outlook, Salesforce, Field Service Lightning, Bomgar, FortiClient, and VNC Viewer softwareUndertakes additional tasks and duties as needed to support team goals and business needs.Qualifications2–3 years of experience in a high-volume call center environmentBilingual in Spanish (preferred but not required)Proficiency in Microsoft Word, Outlook, and ExcelStrong written and verbal communication skillsAbility to prepare reports and business correspondenceExcellent organizational, problem-solving, and analytical skills with the ability to manage priorities effectivelyCapable of working independently and collaboratively within teams and committeesAdaptability to shifting priorities in a dynamic environmentMust be at least 21 years of agePhysical Demands And Work EnvironmentFrequently required to stand, sit, walk, talk, and hearContinually required to utilize hand and finger dexterity, including use of a keyboardSpecific vision abilities required for this job include close, distance, and peripheral vision, depth perception, and ability to adjust or focusNoise level in the work environment is usually moderate to loudBase Pay Range$19.00 per hourThis 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.