Player Service Representative

Job Summary – TwinSpires Player Service Representatives answer inquiries from inbound calls, chats, or emails, and perform outbound calls to players for various reasons across all business brands. Player Service Representatives are trained to resolve player 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 Player Service Representatives provide exceptional service to all our players with a focus on one contact resolution where possible. Develop expertise in all player service functions and provide one-stop service to all players.
 

Essential Functions/Skills –
• Performs daily transactions and processes with moderate supervision.
• Performs data entry, maintains, and updates player account records while maintaining player confidentiality.
• Extensive player service interaction with all players, including both high and small value players, with an emphasis on one-stop service.
• Evaluates and extends service based on players’ levels and profitability.
• Reliable attendance and dependability are essential functions of this position.
• Complete tasks within defined time frames and at appropriate quality and player service levels
• Understands essential functions and how individual performance affects overall company performance.
• Provides internal/external player service support that achieves player 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 contacts from players to open accounts, answer inquiries, handle complaints, troubleshoot problems and facilitate transactions.
• Conduct outbound dialing for various business reasons.
• Educates players on product lines.
• Able to identify, document and escalate priority issues.
• Understanding and ability to maintain player confidentiality.
• Strong multitasking, communication, written, and interpersonal skills.
• Comfortable with fast paced, schedule driven environment.
• Maintains a pleasant and professional demeanor throughout interactions.
• Provides quality service, professionalism, friendliness, and genuine enthusiasm.
• Executes proper etiquette through effective written communication. Computer literate, strong typing skill, experience with Microsoft Office is preferred. 

• Must be available and willing to work flexible schedules, as needed.
• Communicates with team members effectively when switching from chat to phones.
• Interacts effectively with all departments.
• 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 player service, sales, or horse racing industry experience a plus.
 

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