Customer Service Representative

Posting Details

Job Title

Customer Service Representative

Requisition Number

SE01376

Department Name

Generic User Department

Work Location

Lexington, KY

On Campus/Off Campus

Off Campus

Salary Range

$11.50 / Hour

Type of Position

Student

Position Time Status

Full-Time

Preferred Education/Experience

High school diploma or equivalent.

Proficient in data entry/keyboard skills and relevant computer applications.

Previous customer service, sales, or horse racing industry experience a plus.

Will require to pass a background check.

Hours per Week

Monday – Sunday 9:00AM – 12:00am (40 hours/week) (Different Shifts.)

Job Summary

YOU MUST BE A CURRENT UK STUDENT TO APPLY FOR THIS POSITION

Answer customer inquiries coming from inbound calls, chats, or emails, as well as, perform outbound calls for various reasons. Examples of these customer inquiries can include to set up new accounts, update account records, answer questions, handle complaints, troubleshoot problems, fund accounts, provide information, offer promotional items, or conduct pro-active calling for various business reasons. Utilizes business applications and the appropriate technology to perform routine activities. Performs daily transactions and processes related work in support of daily operations. Provides internal customer service support that achieves quality and customer service goals. Specializes in creating new customers, educating customers in company’s product lines and encouraging new customers to deposit funds and wager.

Skills / Knowledge / Abilities

Job Essential Functions

Handles routine aspects of the operation with moderate supervision

Performs daily transactions and processes related work

Performs data entry, maintains and updates customer account records

Can quickly grasp concepts and begin to learn deliverables of the position

Completes tasks within defined time frames and at appropriate quality and customer service levels

Understands essential functions and how individual performance affects company performance

Provides internal/external customer service support that achieves customer service goals and objectives

Reacts to problems and provides basic solutions based on prescribed guidelines or procedures

Directs issues or concerns to the right person or group for resolution

Answer inbound calls from customers to answer inquiries, handle complaints, troubleshoot problems and facilitate transactions

Conduct outbound dialing for various business reasons.

Assist with account openings and encourage initial deposits

Educate customers on product lines

Daily balancing and reconciliation of financial transactions

Identify, document and escalate priority issues

Able to maintain customer confidentiality

Strong communication, written skills, and interpersonal skills

Comfortable with fast paced schedule driven development

Computer literate, experience with Microsoft Office is preferred

Ability to work in a fast paced environment and be able to multitask

Flexibility with your schedule to meet the needs of the business

Other duties as assigned by Management to include but not limited to assisting players with entering wagering instructions into computer application, taking reservation, and providing racing, schedule or past performance information

Must be able to obtain a New York Racing License

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:

a) 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.

b)Specific vision abilities required by this job include close vision, color vision, color differentiation, peripheral vision, depth perception, and ability to adjust focus.

c) 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.

d) 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.

e) 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.

f) 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.

University Community of Inclusion

The University of Kentucky is committed to a diverse and inclusive workforce by ensuring all our students, faculty, and staff work in an environment of openness and acceptance. We strive to foster a community where people of all backgrounds, identities, and perspectives can feel secure and welcome. We also value the well-being of each of our employees and are dedicated to creating a healthy place to work, learn and live. In the interest of maintaining a safe and healthy environment for our students, employees, patients and visitors the University of Kentucky is a Tobacco & Drug Free campus.

As an Equal Opportunity Employer, we strongly encourage veterans, individuals with disabilities, women, and all minorities to consider our employment opportunities.

Any candidate offered a position may be required to pass pre-employment screenings as mandated by University of Kentucky Human Resources. These screenings may include a national background check and/or drug screen.

Anticipated Start Date