CS Representative

1/ST TECHNOLOGY is a global group of Technology, service, and wagering companies that provides B2B and B2C wagering and betting infrastructure for the horse racing and casino industries.  Our companies and products include AmTote, Xpressbet, 1/ST BET, and PariMAX, and we are always eager to add enthusiastic and knowledgeable members to our growing team.   Whether you’re a railbird, gamer, or you’re just passionate about Technology, and we’d love to find out if there’s a spot where you can thrive in the 1/ST TECHNOLOGY Group.   

At 1/ST Technology, innovation drives us to create dynamic digital experiences in the horse racing and gaming industry.

SUMMARY

We are seeking a Customer Service Representative 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.

RESPONSIBILITIES/DUTIES

• Answers telephone call inquires and promotes the organization’s products and services in English and Spanish (preferred)
• 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

EXPERIENCE & EDUCATION

• High School diploma or equivalent education
• Minimum of one (1) year of customer service experience
• 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

We are 1/ST Technology - A fully integrated racing and gaming technology company providing solutions that drive pari-mutuel and fixed-odds wagering world-wide. 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.