RaceTrac Company Overview

Job Description:

The Guest Engagement Specialist (Bilingual) 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.

What You'll Do:

• 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.

What We're Looking For:

• High School Diploma or GED

• Knowledge of Microsoft Office suite

• Customer Service experience preferred

• Bilingual (Fluent in Spanish) required

Schedule: Monday - Friday, 1pm to10pm

Fueled by Growth, Driven by You

At RaceTrac, our people make the difference. Whether you’re working in a store, at our corporate office, or on the road, you’ll be part of a team that brings energy, innovation, and a passion for serving others every day. We support each other, celebrate wins big and small, and create opportunities for growth at every level. With four operating divisions RaceTrac, RaceWay, Energy Dispatch, and Gulf - there’s always a new challenge to take on and a new path to pursue. Join us and discover how far your career can go. 

To see what #LifeatRaceTrac is like, visit our LinkedIn, Facebook, and Instagram pages.

All qualified applicants will receive consideration for employment with RaceTrac without regard to their race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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
 

All qualified applicants will receive consideration for employment with RaceTrac without regard to their race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.