Player Service Representative

Job Description

Job Description

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.

Office Location- Lexington, KY (in office)

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 :

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.

a) 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.

b) Specific vision abilities required by this job include close vision, color vision, color differentiation, peripheral vision, depth perception, and ability to adjust focus.

c) 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.

d) 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.

e) The noise level in this work environment is usually moderate. The work environment characteristics are representative of those an employee encounters while performing the essential functions of this job in a typical office environment.

f) 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.