Guest Success Specialist

Guest Success Specialist

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; escalate 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 - 10:00pm

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.

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.