Customer Experience Field Specialist

Customer Experience Field Specialist page is loaded## Customer Experience Field Specialist locations:
Peoria, ILtime type:
Full time posted on:
Posted Todayjob requisition :
R-101043

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.

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** Job Description****:
**** SUMMARY
* * 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…