VIP Player Support Specialist (Flexible Schedule)

Churchill Downs Incorporated; Lexington (KY); On-site; USD 32,000 - 43,000; Full time

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

Qualifications

• High school diploma or equivalent required.
• Previous player service, customer service, sales, contact center, or horse racing industry experience preferred.

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.
• Responds to inbound phone, chat, and email contacts to open accounts, answer inquiries, resolve complaints, troubleshoot issues, and facilitate transactions.
• Educates players on products, services, features, and promotions to enhance engagement and the overall player experience.
• Communicates and collaborates effectively with team members and cross-functional departments to support player service objectives.
• Must be available to work a flexible schedule, including evenings, weekends, and holidays, based on business and racing needs.

Skills

Communication skills

Attention to detail

Data entry

Microsoft Office

Typing

Multitasking

Customer service

Problem resolution

Education

High school diploma or equivalent

Tools

Microsoft Office

Typing

Data entry

Job description

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