Title: Supervisor, Customer Service
Employee Status: Regular Full Time
Work From Home Option: Hybrid - 2 Days/Week (40% Remote)
FLSA Status: Exempt
Job Overview:
The Supervisor, Customer Service is responsible to direct and oversee the daily operations in NYRA’s and NYRA BETS Call Center located at Aqueduct Racetrack. The Supervisor is responsible to monitor the performance of the Customer Service Representatives and Team Leaders to ensure a positive guest experience. The Supervisor is also responsible to handle escalated calls and to schedule staff.
Essential Functions:
- Assist management in AML Compliance (i.e., Audits)
- Hire employees as needed. Recommend staffing changes to management.
- Schedule and coordinate shift of Customer Service Representatives, and Team Leaders
- Work with Quality Assurance team to provide ongoing feedback to the staff.
- Issue corrective action if performance and/or behavior of a staff member is not up to the outlined expectations.
- Maintain and enforce the department rules.
- Handle escalated customer calls.
- Assist NYRA Bets customers with account inquires.
- Process all check withdrawals.
- Oversee the day-to-day activity in the call center.
- Generate weekly Call Handle and disputes/technical issues reports for upper management.
- Work cross functionally with other departments to ensure guests questions are answered timely and correctly.
- Oversee all suspicious activity and reports to proper departments.
- Perform other duties as assigned by the Manager, Customer Services, or other senior management.
- Maintain knowledge of and ensures compliance with employment-related laws and regulations.
Qualifications:
- Associate's Degree or High School Degree/GED and equivalent experience
- 5 Years of Call Center/Customer Service Experience
- 1 to 3 Years of managerial experience
- Strong computer knowledge and the ability to learn new software
- Ability to work under pressure and maintain a calm and courteous demeanor
- A strong team player who can motivate and lead a team
- Excellent verbal and written communication skills
- Ability to thrive in a fast paced environment and a strong problem solver
- Knowledge of Horse Racing Industry preferred.
Summary of Physical Requirements and Work Environment:
There are no special physical requirements as this is primarily a desk job.
Pay Range / Salary: $63,900.00 - $64,700.00
