Customer Service Representative

TwinSpires is the premier online horse racing wagering platform in the United States. TwinSpires is owned and operated by Churchill Downs, Inc., and is the official online betting partner of the Kentucky Derby, bringing you more than 148 years of wagering experience. Players can wager through the TwinSpires desktop, mobile, and app-based advance-deposit wagering platforms as well as at retail locations and race tracks across the country.

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 player service functions to provide comprehensive support.

ESSENTIAL DUTIES AND 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.
• Recognizes issues requiring escalation, accurately documents relevant details, and routes concerns to the appropriate team for timely resolution.
• Responds to inbound phone, chat, and email contacts to open accounts, answer inquiries, resolve complaints, troubleshoot issues, and facilitate transactions.
• Conducts outbound player outreach and follow-up communications for various business initiatives.
• Educates players on products, services, features, and promotions to enhance engagement and the overall player experience.
• Demonstrates strong multitasking, written and verbal communication, and interpersonal skills.
• Thrives in a fast-paced, schedule-driven environment while effectively managing multiple priorities.
• Delivers a professional, courteous, and enthusiastic experience in all player interactions.
• Must be available to work a flexible schedule, including evenings, weekends, and holidays, based on business and racing needs.
• Communicates and collaborates effectively with team members and cross-functional departments to support player service objectives.
• Maintains compliance with all company policies, responsible gaming practices, licensing requirements, and regulatory standards.
• Performs other duties as assigned by management.

REQUIRED SKILLS AND ABILITIES

• Excellent written, verbal, and interpersonal communication skills.
• Strong attention to detail and organizational skills.
• Proficient in data entry, keyboarding, and computer applications; strong typing skills and Microsoft Office experience preferred.
• Ability to multitask and work effectively in a fast-paced environment.
• Strong customer service and problem-resolution skills.

EDUCATION AND EXPERIENCE

• High school diploma or equivalent required.
• Previous player service, customer service, sales, contact center, or horse racing industry experience preferred.
• Ability to obtain and maintain all required gaming and/or racing licenses in any jurisdiction where the Company currently operates or may operate in the future.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

The following physical and mental demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. While performing the duties of this job, the employee is frequently required to sit, sometimes for prolonged periods while working at a desk, on the phone, and/or on the computer; type on a computer keyboard; use hands to finger, handle or feel; talk or hear; reach with hands or arms; walk or stand; and perform some repetitive motion activities.
2. Specific vision abilities required by this job include close vision, color vision, color differentiation, peripheral vision, depth perception, and ability to adjust focus.
3. This position requires the ability to work effectively as part of a team; and concentrate on a variety of details when faced with interruptions and changing work priorities.
4. The mental demands are representative of those that must be met by an employee to successfully perform the essential functions, as described above, including but not limited to: demonstrated ability to anticipate and solve practical problems or resolve issues; reason, calculate figures and amounts; collect, interpret, and/or analyze complex data and information, and draw valid conclusions; interpret procedures and policies; and meet schedules in a dynamic and sometimes demanding work environment.
5. The noise level in this work environment is usually moderate. The work environment characteristics are representative of those an employee encounters while performing the essential functions of this job in a typical office environment.
6. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Work With Us

Churchill Downs Incorporated is an inclusive and fun place to work. We celebrate unique approaches and points of view. We believe diversity is a mindset that drives excellence. We're always learning, evolving and growing. We innovate through mutual respect of ideas and collaboration. This allows us to build a common language that inspires our team members and propels us toward the achievement of our vision.

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