Overview
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 www.accelentertainment.com.
Job Description 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
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
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
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
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
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.
#J-18808-Ljbffr
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 www.accelentertainment.com.
Job Description 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
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
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
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
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
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.
#J-18808-Ljbffr