Team Lead - Oregon

New York Racing Association; New York (NY); Hybrid; USD 28,000 - 29,000; Full time

Benefits offered by this job

Fully remote

Job summary

New York Racing Association is seeking a Team Lead to oversee daily office operations and provide administrative support to management. The role handles communications across email, phone, live chat and fax in a fast-paced wagering environment.

Responsibilities include creating and maintaining wagering accounts, identifying risk, generating reports, processing transactions, and assisting customers via live chat and email.

Qualifications

• High school diploma or technical certification.
• Minimum three years in a customer service contact center or similar.
• Superior organizational skills.
• Self-motivated, resourceful, detail-oriented, energetic.
• Excellent communication and interpersonal skills.
• Ability to work nights, weekends and holidays.

Responsibilities

• Create and maintain wagering accounts.
• Identify financial, fraud or risk signals.
• Generate reports as needed.
• Process financial transactions.
• Maintain digital and physical files.
• Handle customer inquiries including disputes and wager cancellations.
• Assist customers via live chat and email.
• Report hardware and software issues to the ServiceDesk.
• Provide support to partners, customers and vendors.
• Other duties as requested.

Skills

Customer service

Organizational skills

Communication skills

Multitasking

Attention to detail

Education

High school diploma or technical certification

Tools

Microsoft Word

Microsoft Excel

Job description

Title: Team Lead - Oregon

Employee Status: Regular Full Time

Work From Home Option: Fully Remote

FLSA Status: Non-Exempt

Job Overview:

The Team Leader is responsible for the daily operation of the office, as well as for providing administrative support to management. The Team Leader will receive all communications into the department including e-mail, phone calls, live chat and fax.

• Essential Functions:
  • Create and maintain all wagering accounts.
  • Identify financial, fraud or risk that an account may present.
  • Generate reports as needed.
  • Process a variety of financial transactions.
  • Maintain digital and physical files.
  • Handle customer inquiries including customer disputes and cancelling of wagers.
  • Assist customers on live chat and email.
  • Report hardware and software issues to the ServiceDesk.
  • Provide support to our partners, customers and vendors
  • Other duties as requested.

Qualifications:

• High school Degree or Technical Certification
• Minimum three (3) years of experience in a customer service contact center or a customer service position
  
• Superior organizational skills
  
• A self-motivated, resourceful, detail-oriented, and energetic personality
• Excellent communication and interpersonal skills, and the ability to prioritize and multi-task
• Strong computer proficiency including word and excel
• Must be able to work nights, weekends and holidays as needed

Summary of Physical Requirements and Work Environment:

This position is primarily sedentary and requires prolonged periods of sitting and working at a computer. The employee must be able to communicate effectively by telephone and live chat, perform frequent computer and data-entry tasks, and operate standard office equipment. The role requires the ability to maintain focus and manage multiple customer inquiries in a fast-paced, high-volume environment.

Pay Range / Salary: $20.00 - $21.00/per hour