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Full-time
Posted 23d ago
~40 hrs/week
Responsibilities
The role involves providing customer support for the TwinSpires online horse racing wagering platform. Specific duties were not provided in the posting text.
Requirements
The posting does not list specific requirements, skills, or education levels. It is a general application for a Customer Service Representative.
Full job description
TwinSpires is the premier online horse racing wagering platform in the United States. TwinSpires is owned and operated by Churchill Downs, Inc., and is the official online betting partner of the Kentucky Derby, bringing you more than 148 years of wagering experience. Players can wager through the TwinSpires desktop, mobile, and app-based advance-deposit wagering platforms as well as at retail locations and race tracks across the country.
JOB SUMMARY
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.
ESSENTIAL DUTIES AND 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.
REQUIRED SKILLS AND ABILITIES
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.
EDUCATION AND EXPERIENCE
High school diploma or equivalent required.
Previous player service, customer service, sales, contact center, or horse racing industry experience preferred.
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.
PHYSICAL REQUIREMENTS & WORKING CONDITIONS
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.
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 dynamic and sometimes demanding work environment.
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.
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.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
Churchill Downs Incorporated (“CDI”) has been creating extraordinary entertainment experiences for nearly 150 years, beginning with the company’s most iconic and enduring asset, the Kentucky Derby. Headquartered in Louisville, Kentucky, CDI has expanded through the development of live and historical racing entertainment venues, the growth of the TwinSpires horse racing online wagering business and the operation and development of regional casino gaming properties.
To learn more about CDI and its family of properties, visit: https://www.churchilldownsincorporated.com/
Offices: 600 N. Hurstbourne Pkwy., Suite 400, Louisville, KY 40222, US · 700 Central Avenue, Louisville, Kentucky 40208, US · 21001 NW 27th Avenue, Miami Gardens, FL 33056, US · 1751 Gentilly Blvd, New Orleans, LA 70152, US · 4280 Harlows Blvd, Greenville, MS 38701, US
Casino GamingOnline Pari-Mutuel WageringEntertainmentHistorical Horse RacingHorse Racingand Hotel OperationsSportsSocial MediaGamingHospitality
How many Sports & Recreation jobs are open in Lexington, KY right now?
There are currently 87 open sports & recreation positions in Lexington, KY listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Sports & Recreation roles in Lexington, KY?
Companies currently hiring include Compass Group, DICK'S Sporting Goods, Dave & Buster's Inc., Keeneland Association, Fitness Ventures (Crunch Fitness), among others. Browse the listings above to see every active employer.
How do I apply for Sports & Recreation jobs in Lexington, KY?
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