RaceTrac Company Overview

Job Description:

The Guest Engagement Specialist receives and resolves guest service issues in prompt, efficient, and courteous manner. This individual provides exceptional guest service and works with other departments to provide resolutions. The Guest Engagement Specialist provides the ‘WOW’ guest experience, striving to turn all guests into TracFanatics.

Responsibilities:

•    Provides the ‘WOW’ guest experience to all guests by ensuring guest service issues are resolved in a prompt, efficient and courteous manner.
•    Receives incoming calls from guests and internal employees via guest service hotlines, emails, and U.S. mail. 
•    Answers calls and retrieves messages daily; records each into the appropriate database. 
•    Forwards all messages to the appropriate party for review and resolution, and ensures complaints are handled within a 24-hour time frame. Notifies designated individuals of any unresolved issues. 
•    Monitors open issues in the Guest Service database to ensure there has been follow up and/or a resolution.  
•    Researches database for archived or current complaints for the Legal Department as needed.
•    Provides information to external companies inquiring about RaceTrac’s Fleet program.
•    Handles credit disputes and gasoline calls and obtains the guests’ information regarding transactions; works with Payment Systems to ensure they have the necessary information for processing. 
•    Assists guests with gift card balances/inquiries and collaborates with Payment Systems to find a resolution. 
 

Qualifications:

•    Experience in a customer service field preferred
•    Experience working in a call center with high call volume a plus
•    Bilingual (Fluent in Spanish) required