Customer Service Coordinator

Customer Service New York, New York


Description

Position at Daily Racing Form

POSITION SUMMARY

 

The customer service coordinator position recognizes the company’s commitment to offering customers and members the best possible user experience. Our customer service team can fulfill requests and walk customers through a large portfolio of subscription-based products and services ranging from online information and data products to digital premium content to the ability to place online wagers through its wagering portal, DRF Bets.  The coordinator will perform daily tasks focused on servicing DRF customers across multiple lines of business and helping DRF maximize profits by providing customers and online audience the help they require to purchase, wager, access account information and more.  

 

JOB RESPONSIBILTIES

  • Respond to general customer queries in a timely manner, both directly via e-mail, Zendesk, chat, outbound communication or through queries from our Call Center representatives
  • Develop a detailed understanding of our product and services, user flow/experience, and platform/programming nuances to respond to issues regarding product/site performance, product use, account information, etc.
  • Learn about horse racing and player behavior to respond to queries regarding pricing, packages, placing wagers, and providing recommendations on up-sell or cross-sell opportunities
  • Deal respectfully with complaints, refund requests, etc.
  • Liaise with VIP customers/members to gather information such as updated contact information, and maintain dialogue to confirm accuracy of data and/or handle any questions or help they require
  • Interface with external customer service provider to gather information regarding customer calls, and to resolve and issues that could not be handled by agent
  • Identifying gaps in processes and suggest resolutions 

 

JOB REQUIREMENTS

  • 1-2 years of relevant work experience in customer service, preferably within publishing or consumer e-commerce businesses
  • Experience with handling high volume of customer queries and responding in a timely manner
  • Understands the fundamental concepts of a media/e-commerce business
  • Has ability to work in a fast-paced, entrepreneurial work environment
  • Ability to effectively present information in one-on-one and group environments
  • Excellent problem-solving and critical thinking skills and the ability to devise new solutions
  • Enterprising, self-starter
  • Weekend and some holiday work required