Customer Service Representative

About the role

TwinSpires Player Service Representatives support players across all business brands through inbound calls, chats, emails, and outbound outreach. Representatives assist with account setup and maintenance, funding transactions, troubleshooting, proactive player engagement, and inquiries regarding TwinSpires products and services. This role is focused on delivering exceptional player service, resolving inquiries whenever possible during the initial contact, and developing expertise across all player service functions to provide comprehensive support.

Responsibilities

• Processes player transactions and account requests accurately and efficiently with appropriate oversight.
• Maintains and updates player account records while ensuring data accuracy and confidentiality.
• Handles a high volume of player interactions across multiple channels, providing exceptional service to players of all levels, meeting established service standards, and focusing on one-contact resolution whenever possible.
• Delivers service in accordance with established VIP programs, player tiers, and company guidelines.
• Maintains reliable attendance and dependability in accordance with scheduling and business needs.
• Completes assigned tasks accurately and within established quality, service, and productivity standards while demonstrating accountability for individual performance and its impact on team and company objectives.
• Recognizes issues requiring escalation, accurately documents relevant details, and routes concerns to the appropriate team for timely resolution.
• Responds to inbound phone, chat, and email contacts to open accounts, answer inquiries, resolve complaints, troubleshoot issues, and facilitate transactions.
• Conducts outbound player outreach and follow-up communications for various business initiatives.
• Educates players on products, services, features, and promotions to enhance engagement and the overall player experience.
• Demonstrates strong multitasking, written and verbal communication, and interpersonal skills.
• Thrives in a fast-paced, schedule-driven environment while effectively managing multiple priorities.
• Delivers a professional, courteous, and enthusiastic experience in all player interactions.
• Communicates and collaborates effectively with team members and cross-functional departments to support player service objectives.
• Maintains compliance with all company policies, responsible gaming practices, licensing requirements, and regulatory standards.
• Performs other duties as assigned by management.

Requirements

• 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