CS Representative (Bilingual English & Spanish)

Ready to take a different path? Passionate about Technology? Love horse racing? Eager to work in a rapidly growing industry? Fascinated by the world of gambling and casinos? 1/ST TECHNOLOGY is a global group of technology, service, and wagering companies that provides B2B and B2C wagering and betting infrastructure for the horse racing and casino industries. Our companies and products include AmTote, Xpressbet, 1/ST BET, and PariMAX. Whether you’re a railbird, gamer, or passionate about technology, we’d love to find out if there’s a spot where you can thrive in the 1/ST TECHNOLOGY Group.

At 1/ST Technology, innovation drives us to create dynamic digital experiences in the horse racing and gaming industry.

About the role

We are seeking a bilingual (English and Spanish) Customer Service Representative to perform transactions and processes related to daily operations. This position utilizes applications and technology to perform routine activities and provides internal/external customer service support that achieves and exceeds quality and customer service goals.

Base work location: Remote (U.S.) | Position status: Full-time

Responsibilities

• Answers telephone inquiries and promotes the organization’s products and services in English and Spanish
• Researches and resolves customer concerns and complaints to ensure retention and satisfaction
• Answers customer calls with timeliness and accuracy
• Identifies and assesses customer needs to provide accurate solutions
• Escalates issues to supervisors as required and as appropriate
• Provides accurate, valid, and complete information by utilizing the right tools
• Meets personal and team accuracy, call targets, and call handling quotas
• Follows communication guidelines and policies
• Correctly utilizes internal documentation and leadership team members for solutions
• Acts as a customer advocate
• Recommends process and product improvements and feedback
• Actively participates in team meetings, coaching sessions, one-on-ones, and other meetings
• Performs other duties as assigned

Requirements

• High School diploma or equivalent education
• Minimum of one (1) year of customer service experience
• Fluent and clear written and verbal communication in English and Spanish
• Experience in Microsoft Office Suite preferred
• Ability to ensure compliance with company policies and applicable federal and state regulations
• Ability to maintain confidential information
• Maintains professional integrity at all times
• Ability to work on a team and as an individual contributor
• Must be open to learn about and understand a ‘niche’ industry
• Effective, consistent, and impeccable communication (verbal and written), interpersonal, organizational, presentation, project management, teamwork, and time management skills
• Ability to change course easily – knows when to be patient and when to push while working in the “gray”
• Self-starter, self-motivator, detail-oriented, highly organized
• Must be personable and approachable, demonstrate professionalism and active listening skills at all times
• Must be able to work effectively and efficiently in a fast-paced environment including stressful situations
• Expert prioritization skills
• Motivated to excel, competitive in nature, and does not confuse “efforts” with “results”
• Demonstrates and maintains flexibility and adapts to changes within industry and company

Preferred Qualifications

• Knowledgeable in technology
• Knowledgeable in horse racing

Pay

$18.80 per hour, including a competitive bonus opportunity.

Schedule

Hours vary – includes holidays and weekends based on business needs.

Benefits

Benefits available after a 30-day waiting period.