Bet Squad Leader
About The Position
The Bet Squad Leader supports NYRA Bets, NYRA’s online betting site, and provides on-track betting education through face-to-face customer service. The position works primarily in an on-site, fast-paced, customer-facing racetrack environment during live racing at Saratoga. It requires frequent guest interaction, regular use of computers and mobile technology, and movement throughout assigned customer-service areas as needed. The employee communicates with customers in person and electronically while managing multiple priorities. Responsibilities include helping customers create and maintain wagering accounts, addressing account and technical questions, processing financial transactions, handling inquiries and disputes, and providing support through live chat and email. The role also teaches customers how to read a racing program, understand bet types, and place bets with a mutuel clerk or through NYRA Bets.
Requirements
- High school degree or technical certification.
- At least three years of experience in a customer service contact center or customer service position.
- Superior organizational skills.
- Self-motivated, resourceful, detail-oriented, and energetic personality.
- Excellent communication and interpersonal skills, with the ability to prioritize and multitask.
- Strong computer proficiency, including Word and Excel.
- Must be available to work on site during live racing at Saratoga.
Responsibilities
- Help customers sign up for NYRA Bets accounts and create and maintain wagering accounts.
- Identify financial, fraud, or risk concerns that an account may present.
- Assist customers with printing NYRA Bets betting cards and resetting account passwords and PINs.
- Help customers with deposit methods and general NYRA Bets questions.
- Help customers download the mobile app and troubleshoot technical issues.
- Generate reports as needed.
- Process a variety of financial transactions.
- Maintain digital and physical files.
- Handle customer inquiries, including disputes and wager cancellations.
- Assist customers through live chat and email.
- Report hardware and software issues to the ServiceDesk.
- Provide support to partners, customers, and vendors.
- Teach customers how to read a racing program, understand different types of bets, and place bets with a mutuel clerk or through NYRA Bets.
- Perform other duties as requested.
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What This Job Offers
Job Type
Part-time
Education Level
High school or GED
