Specialist

Customer Experience Specialist

The primary responsibilities of the Customer Experience Specialist include but are not limited to a field-based, customer-facing role responsible for supporting exceptional service standards across gaming locations through on-site visits. This position focuses on assessing customer service quality, building strong relationships, and evaluating overall location appearance to ensure alignment with company expectations and regulatory requirements. The role also identifies and addresses operational, service, equipment-related issues as needed, and any other factors affecting the customer experience at establishments.

Duties and responsibilities include:

• Strengthen relationships with partner locations by providing a white glove customer experience to build the brand and customer retention
• Conduct regular on-site visits to customer locations to evaluate service levels and overall customer experience
• Assess and correct location appearance, cleanliness, organization, and overall presentation to ensure alignment with company and location's expectations
• Document site visit findings and submit to Manager, as requested
• Maintain positive, professional working relationships with customers and business partners through clear communication and hospitality-focused engagement
• Follow company policies, procedures, and quality assurance standards
• Verify company's equipment is properly maintained, operational, and positioned in accordance with company standards and applicable gaming regulations
• Identify potential issues related to equipment condition or placement and perform minor service repairs or adjustments as needed, within scope and training
• Identify and communicate potential compliance (i.e. expired licenses, improper or missing signage), service, or operational issues and escalate concerns appropriately (Manager, call center, or location's Relationship Manager), where appropriate
• Communicate professionally and clearly with customers regarding expectations, observations, and next steps
• Develop relationships and trust with establishment ownership by addressing and escalating concerns and ideas
• Other duties as assigned

Qualifications include:

• Prior experience in hospitality, customer service, field service, or quality-focused roles
• Strong interpersonal and communication skills with the ability to interact professionally with external customers
• Demonstrated attention to detail, particularly related to cleanliness, presentation, and service quality
• Ability to work independently in a field-based role while following established guidelines
• Comfortable performing service repairs or troubleshooting tasks
• Organized, reliable, and proactive with strong problem-solving skills
• Outgoing personality with a passion for delivering excellent customer experiences
• Must be over 21 years old
• Must possess a valid driver's license
• Must be able obtain and maintain an Illinois Gaming Terminal Handler's license

Physical demands and work environment include:

• Frequently required to stand, sit, walk, talk, and hear
• Frequently required to climb, balance, bend, stoop, kneel, or crawl
• Continually required to utilize hand and finger dexterity, including calculating figures and 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
• Exposure to moving mechanical parts, high places, and outside weather conditions
• Exposure to fumes, airborne particles, or toxic chemicals
• Protective clothing or equipment is required that may include gloves, helmets, steel-toed boots, or protective eyewear
• Occasionally required to lift/push heavy objects
• Noise level in the work environment is usually moderate

Benefits include:

• PTO / Wellness Days / Floating Holidays
• Medical / Dental / Vision Insurance
• Life / AD&D / Hospital Indemnity / Critical Illness / Accident Insurance
• STD / LTD
• Legal / ID Theft Insurance
• FSA (Health Care, Dependent Care, Limited Purpose) / HSA
• Traditional and Roth 401(k)

Base pay range: 55k - 65k

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.