Customer Service Representative

Churchill Downs Incorporated • Lexington, KY

21d • Onsite

About The Position

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.

Requirements

• Excellent written, verbal, and interpersonal communication skills.
• Strong attention to detail and organizational skills.
• Proficient in data entry, keyboarding, and computer applications; strong typing skills and Microsoft Office experience preferred.
• Ability to multitask and work effectively in a fast-paced environment.
• Strong customer service and problem-resolution skills.
• High school diploma or equivalent required.
• Ability to obtain and maintain all required gaming and/or racing licenses in any jurisdiction where the Company currently operates or may operate in the future.

Nice To Haves

• Previous player service, customer service, sales, contact center, or horse racing industry experience preferred.

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.
• Must be available to work a flexible schedule, including evenings, weekends, and holidays, based on business and racing needs.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED