Guest Success Specialist

RaceTrac; United States; On-site; USD 22,000 - 30,000; Full time

Job summary

RaceTrac is seeking a Guest Success Specialist to deliver the WOW guest experience and resolve issues across channels with empathy and accuracy.

You’ll log interactions, route cases to the right teams, and monitor follow‑ups to ensure complete resolution. Bilingual Spanish is a plus; a high school diploma or GED is required, and prior call center experience helps you excel in a fast‑paced environment.

Qualifications

• High School Diploma or GED required.
• Customer service experience preferred.
• Knowledge of Microsoft Office suite preferred.
• Bilingual (Fluent in Spanish) a plus.

Responsibilities

• Resolve guest issues promptly with empathy and professionalism.
• Receive and manage inquiries via phone, email, chat bot, and mail.
• Document interactions with accuracy and clarity.
• Route cases to the appropriate department and ensure timely resolution.
• Monitor open cases and follow up until resolution; escalate when needed.
• Identify recurring concerns and communicate trends to leadership.

Skills

Customer service

Call center experience

Spanish language

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

RaceTrac Company Overview Job Description: The Guest Success Specialist serves as a frontline expert responsible for delivering prompt, accurate, and genuinely caring support to RaceTrac guests. This role ensures every interaction reflects our commitment to exceptional service, efficient issue resolution, and the “WOW” guest experience. Specialists work cross‑functionally to resolve concerns, identify trends, and strengthen trust with our guests and internal partners.

What You’ll Do

Deliver the WOW guest experience by resolving guest issues promptly, professionally, and with empathy. Receive and manage incoming guest and internal inquiries via phone, email, chat bot, and U.S. mail. Document all interactions with accuracy, clarity, and attention to detail. Route cases to the appropriate department and ensure all issues are addressed within required timeframes. Monitor open cases to confirm follow‑up, progress, and resolution; escale when needed. Research archived or active cases to support Legal, Operations, or other departments. Provide accurate information to external companies regarding RaceTrac’s Fleet program. Handle credit disputes, fuel inquiries, and transaction‑related concerns; collaborate with other teams to ensure complete and timely resolution. Assist guests with gift card balances and inquiries, partnering with other departments to resolve issues. Identify recurring guest concerns and communicate trends to Leads and leadership. Uphold RaceTrac’s service standards through consistent tone, professionalism, and problem‑solving.

What We’re Looking For

High School Diploma or GED required. Customer service experience preferred. Knowledge of Microsoft Office suite preferred. Bilingual (Fluent in Spanish) a plus. Strong communication skills with the ability to remain calm, clear, and solutions‑focused. Ability to manage multiple inquiries while maintaining accuracy and care.

Schedule

Wednesday - Sunday - 1:00 pm - 10:00 pm

Fueled by Growth, Driven by You At RaceTrac, our people make the difference. Whether you’re working in a store, at our corporate office, or on the road, you’ll be part of a team that brings energy, innovation, and a passion for serving others every day. We support each other, celebrate wins big and small, and create opportunities for growth at every level. With four operating divisions RaceTrac, RaceWay, Energy Dispatch, and Gulf - there’s always a new challenge to take on and a new path to pursue. Join us and discover how far your career can go. To see what #LifeatRaceTrac is like, visit ourLinkedIn,Facebook, andInstagrampages.

All qualified applicants will receive consideration for employment with RaceTrac without regard to their race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

#SSCWD Responsibilities

• Provides the ‘WOW’ guest experience to all guests by ensuring guest service issues are resolved in a prompt, efficient and courteous manner.
• Receives incoming calls from guests and internal employees via guest service hotlines, emails, and U.S. mail.
• Answers calls and retrieves messages daily; records each into the appropriate database.
• Forwards all messages to the appropriate party for review and resolution, and ensures complaints are handled within a 24‑hour time frame.
• Monitors open issues in the Guest Service database to ensure there has been follow up and/or a resolution.
• Researches database for archived or current complaints for the Legal Department as needed.
• Provides information to external companies inquiring about RaceTrac’s Fleet program.
• Handles credit disputes and gasoline calls and obtains the guests’ information regarding transactions; works with Payment Systems to ensure they have the necessary information for processing.
• Assists guests with gift card balances/inquiries and collaborates with Payment Systems to find a resolution.

Notifies designated individuals of any unresolved issues.

All qualified applicants will receive consideration for employment with RaceTrac without regard to their race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Qualifications

• Experience in a customer service field preferred
• Experience working in a call center with high call volume a plus
• Bilingual (Fluent in Spanish) a plus

All qualified applicants will receive consideration for employment with RaceTrac without regard to their race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Working at RaceTrac, Inc. (RTI) will surprise you! We are more than just a convenience store business. RTI is made up of five operating divisions: RaceTrac, RaceWay, Gulf, Inc, and Energy Dispatch. While there are many different teams that keep our business running each day, we can guarantee you a few things if you join one of our teams - we never stop learning and we are constantly innovating, improving, and trying new things. There is never a dull day.