Role Description

We are seeking a Customer Service Representative who is bilingual and fluent in English & Spanish to perform transactions and processes related work in support of daily operations. This position utilizes applications and the appropriate technology to perform routine activities. Additionally, this role provides internal/external customer service support that achieves and exceeds quality and customer service goals.

BASE WORK LOCATION: Position classification as "Remote Work"

POSITION STATUS: Full-time

COMPENSATION/PAY RATE: $18.80 per hour and includes a competitive bonus opportunity.

HOURS OF WORK: Hours Vary - includes holidays and weekends based on business needs

Responsibilities/Duties

• Answers telephone call inquiries and promotes the organization’s products and services in English and Spanish
• Researches and resolves customer concerns and complaints to ensure retention and satisfaction
• Answers customer calls, in a large variety, with timeliness and accuracy
• Identifies and assesses customer needs to provide accurate solutions
• Escalates issues to supervisors as required and as appropriate
• Provides accurate, valid and complete information by utilizing the right tools
• Meets personal and team accuracy, call targets and call handling quotas
• Follows communication guidelines and policies
• Correctly utilizes internal documentation and leadership team members for solutions
• Acts as a customer advocate
• Recommends process and product improvements and feedback
• Actively participates in team meetings, coaching sessions, one on ones, and other meetings
• Performs other duties as assigned

Qualifications

• High School diploma or equivalent education
• Minimum of one (1) years of customer service experience
• Fluent and clear written and verbal communication in Spanish and English
• Experience in Microsoft Office Suite preferred
• Ability to ensure compliance with company policies and applicable federal and state regulations
• Ability to maintain confidential information and knowledge of confidential matters
• Maintains professional integrity at all times
• Ability to work on a team and as an individual contributor
• Individual must be open to learn about and understand ‘niche’ industry
• Effective, consistent and impeccable communication (verbal and written), interpersonal, organizational, presentation, project management, teamwork, and time management skills
• Ability to change course easily – knows when to be patient and when to push while working in the “gray”
• Self-starter, self-motivator, detail-oriented, highly organized
• Must be personable and approachable, demonstrate professionalism and active listening skills at all times
• Must be able to work effectively and efficiently in a fast-paced environment including stressful situations
• Expert prioritization skills
• Motivated to excel, competitive in nature and does not confuse “efforts” with “results”
• Demonstrates and maintains flexibility and adapts to changes within industry and company

Preferred Experience and/or Education

• Knowledgeable in technology
• Knowledgeable in horse-racing

Other Information

• This position does not have supervisory/management responsibilities.
• This position is empowered to take initiative with applicable duties/projects.
• Compensation is commensurate with experience and includes a competitive base rate, bonus opportunity and benefits.

Company Description

1/ST Technology is a fully integrated racing and gaming technology company providing solutions that drive pari-mutuel and fixed-odds wagering worldwide. A leading technology and services provider to the North American pari-mutuel wagering market, with services that include the horse racing industry’s most comprehensive and user-friendly wagering website/platform allowing customers to wager from a computer, phone, or mobile device. Ongoing commitment to the growth and success of the global racing industry through B2C and B2B product innovation, extensive professional services offerings, the broadest integration of hosts for commingled pari-mutuel, and fixed odds and the continued evolution of the preeminent totalizator systems in the world.

1/ST Technology is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.