Title:  Seasonal Customer Service Operator

JOB SUMMARY

TwinSpires Seasonal Customer Service Representatives support peak racing seasons and high volume periods by delivering timely, accurate service to players across all business brands. This temporary role handles inbound calls, chats, and emails, and conducts outbound outreach as needed to support account activity and player engagement.

Seasonal representatives assist players with setting up new accounts, updating account information, troubleshooting technical issues, funding accounts, and answering questions about TwinSpires products and services. The role focuses on resolving concerns during the first interaction whenever possible to ensure a positive player experience during high demand periods.

Seasonal team members complete structured training and quickly build working knowledge of customer service systems, policies, and procedures. They collaborate with internal teams to support smooth operations and maintain service standards throughout the racing season.

This position is temporary and scheduled based on business needs, including evenings, weekends, and major racing events.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Process daily transactions and player requests with moderate supervision during peak and seasonal business periods.
• Accurately enter, maintain, and update customer account records while safeguarding confidential information.
• Deliver high quality service to all players, including high value and casual players, with a focus on resolving concerns in one contact whenever possible.
• Apply company guidelines when evaluating player activity and extending appropriate service levels.
• Meet established productivity, quality, and service standards within defined time frames.
• Maintain reliable attendance and consistent dependability to support seasonal staffing needs.
• Respond to player concerns with complete, policy driven solutions.
• Escalate complex or priority issues to the appropriate team or leader for timely resolution.
• Answer inbound calls, chats, and emails to open accounts, respond to inquiries, resolve complaints, troubleshoot issues, and facilitate transactions.
• Conduct outbound calls for account follow up, player engagement, or other business needs.
• Educate players on TwinSpires products, promotions, and responsible gaming practices.
• Identify, document, and escalate high priority or risk related matters in accordance with company procedures.
• Communicate clearly and professionally in both written and verbal interactions.
• Work efficiently in a fast paced, schedule driven environment.
• Transition smoothly between communication channels, including chat and phone, while maintaining service levels.
• Collaborate effectively with team members and cross functional departments to support business operations.
• Perform other duties as assigned to meet seasonal business demands.

REQUIRED SKILLS AND ABILITIES

• Clear verbal and written communication skills
• Strong customer service focus and problem solving ability
• Basic computer proficiency, including Microsoft Office and web based systems
• Accurate data entry and attention to detail
• Ability to follow policies, procedures, and compliance guidelines
• Strong time management and ability to meet productivity standards
• Ability to handle confidential information with discretion
• Comfort working in a fast paced, schedule driven environment
• Ability to multitask across calls, chats, and email platforms
• Professional and courteous demeanor in all interactions
• Dependable attendance and reliability during assigned seasonal schedule
• Ability to work independently and as part of a team

EDUCATION AND EXPERIENCE

• High school diploma or equivalent.
• Proficient in data entry/keyboard skills and relevant computer applications.
• Previous customer service, sales, or horse racing industry experience a plus. 

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. 

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.