Customer Service Representative

TEKsystems is a leading provider of business and technology services, helping clients activate ideas and solutions. They are seeking a Customer Service Representative who will handle player requests through various channels while managing interactions and providing exceptional service. The role also involves data entry and monitoring horse races to ensure accurate data recording.

Responsibilities:

• Answer multiple player requests through phone, chat, and email, as they come through the queue
• Manage various interactions at any given time while providing exceptional quality of service to every player
• Work as part of a dedicated team to explain regulations, policies, and procedures to players and find great solutions to their inquiries in a seamless and positive way
• Utilize resources to obtain solutions for player issues
• Maintain clear understanding of gambling laws, regulations, and compliance
• Strictly follow company process and procedure when verifying player and account date or other confidential information
• Make outbound player contact as needed for follow up
• Set calendar reminders and follow up on open tasks/interactions
• Research and resolve any failed deposits by players
• Research and resolve any GEO location failures from players
• Research and resolve any returned checks from players
• Understand and process Pay With My Bank Authorizations
• Understand and maneuver through Splunk data quickly and accurately
• Review, verify, and approve player changes submitted by other PXA’s
• Monitor multiple horse races at once in varying time zones to ensure accurate recording of start/end times as well as winners in the correct order
• Build and audit pools and race card data ensuring the data supplied by third parties is accurate
• Monitor races, identify incidents, and take immediate appropriate remedial action when incidents occur
• Monitor betting systems to ensure all incidents have been identified and noted and pay-outs are delayed when necessary
• Use critical analysis skills to proactively check for problems within races and escalate when required
• Maneuver through various CTV (Connected TV) and OTT (Over the Top – streaming) platforms quickly and comfortably

Requirements:

• High School Diploma or equivalent
• 2+ years of customer service preferably in a call center environment
• Computer proficiency with knowledge of online customer engagement platforms and channels
• Strong communication, collaboration, and problem-solving skills
• Have the ability to work nights, weekends, and holidays
• Satisfy licensing requirements with regulatory agencies
• A genuine interest in sports and the betting industry
• An awareness of pool betting and Tote products is desirable