Part Time Customer Service Representative

Job Description

Job Description

Job Summary TwinSpires Customer Service Representatives answer inquiries from inbound calls, chats, or emails, and perform outbound calls to players for various reasons.

Customer Service Representatives first learn to place wagers for players and within 45-60 days are trained to resolve customer service related inquiries such as how to set-up new accounts, update account records, troubleshoot problems, fund accounts, perform proactive calls to players, and answer various questions / provide information regarding TwinSpires products and services offered.

TwinSpires Customer Service Representatives utilize internal business applications to perform routine activities in support of daily operations and provide a first contact resolution level of support to players that achieve internal quality and customer service goals.

TwinSpires Customer Service Representatives specialize in providing world-class experiences to players that educate them in TwinSpires products and services that encourage new players to deposit funds and wager with undeniably the best Advance Deposit Wagering platform.

Job Location- Lexington, KY (in office)

Essential Functions / Skills

• Performs daily transactions and processes with moderate supervision
• Places wagers for players, provides racing, schedule, and past-performance information
• Performs data entry, maintains and updates customer account
• Complete tasks within defined time frames and at appropriate quality and customer service levels
• Understands essential functions and how individual performance affects overall company performance
• Provides internal / external customer service support that achieves customer service goals and objectives
• Reacts to problems and provides complete solutions based on company guidelines and procedures
• Directs and escalates issues or concerns to the right person or group for resolution when needed
• Answer inbound calls from customers to open accounts, answer inquiries, handle complaints, troubleshoot problems and facilitate transactions
• Conduct outbound dialing for various business reasons
• Educates customers on product lines
• Able to identify, document and escalate priority issues
• Understanding and ability to maintain customer confidentiality
• Strong multitasking, communication, written, and interpersonal skills
• Comfortable with fast paced, schedule driven environment
• Soft skills and ability speak with customers on the phone / interact via chat
• Computer literate, strong typing skills, experience with Microsoft Office is preferred
• Flexibility with your schedule to meet the needs of the business
• Other duties as assigned by Management

Supervisory Responsibilities : none

Education and / or Experience : High school diploma or equivalent. Proficient in data entry / keyboard skills and relevant computer applications.

Previous customer service, sales or horse racing industry experience a plus.

Licenses / Certificates : Must be able to obtain any required licenses.

Physical Demands : The following physical and mental demands are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is frequently required to sit, sometimes for prolonged periods while working at a desk, on the phone, and / or on the computer;
• type on a computer keyboard; use hands to finger, handle or feel; talk or hear; reach with hands or arms; walk or stand;

and perform some repetitive motion activities.

• Specific vision abilities required by this job include close vision, color vision, color differentiation, peripheral vision, depth perception, and ability to adjust focus.
• This position requires the ability to work effectively as part of a team; and concentrate on a variety of details when faced with interruptions and changing work priorities.
• The mental demands are representative of those that must be met by an employee to successfully perform the essential functions, as described above, including but not limited to : demonstrated ability to anticipate and solve practical problems or resolve issues;
• reason, calculate figures and amounts; collect, interpret, and / or analyze complex data and information, and draw valid conclusions;

interpret procedures and policies; and meet schedules in a dynamic and sometimes demanding work environment.

• The noise level in this work environment is usually The work environment characteristics are representative of those an employee encounters while performing the essential functions of this job in a typical office environment.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.