Call Centre Representative - Hpibet (Full-time)

A NEW BREED OF ENTERTAINMENT

With almost 150 years of proud horseracing history, Woodbine Entertainment Group is the founding pioneer and largest operator of professional horseracing in Canada.

Building on our rich past, we are surging ahead to the future with an energized, new vision. Today we deliver the most thrilling and highest quality racing, dining and entertainment experiences to our visitors. In doing so, we remain a world-leader in horse-racing — and also among the most exciting and diverse entertainment facilities on the globe.

Key Accountabilities - Describe 3 to 5 major duties and responsibilities beginning with the most important. Indicate the activities and percentage of time spent on each (over the course of a year).

% of Time

Accountability:

60%

Customer Service, Problem Solving and Communication

• Provide prompt, friendly and courteous in person and telephone service and support to customers. Resolve customer inquiries, requests, and complaints received via phone, email, chat and/or in-person on-site.
• Maintain accurate records and detailed notes when accessing Players accounts, detailing the work performed on the account.
• Proactively update consent status on accounts to solidify the relationship between the business and the player.
• Utilize active listening skills to ensure a clear understanding of customer needs.
• Respond to horse players wagering inquiries which include but are not limited to types of bets, tutorials, race programs, HPIbet systems, reward programs, self-serve machines, promotions, and cash cards.
• Participate in quality assurance programs to improve performance and service delivery.
• Use critical thinking and resources to find solutions and provide accurate information to customers.

25%

Promote Woodbine and Collaborate

• Respond to incoming dining telephone inquiries and communicate dining prices, post times, products, requests, and dining room menu options.
• Maintain a working knowledge of promotions, major race events and items available to guests.
• Accurately input dining room booking information for Woodbine Entertainment Group (WEG) venues into Hospitality reservation software system.
• Monitor all reservations and guest seating to ensure efficient and effective maximization of dining rooms by updating guest changes into the reservation software.
• Generate high level participation in Woodbine and Partner track/marketing events by assisting with campaigns.
• Collaborate with team members and other departments to resolve customer issues and share best practices.

15%

Product Knowledge and Compliance

• Ensure HPIbet accounts adhere to Canadian Pari-Mutual Agency regulations and the policies defined by HPIbet.
• Other duties or responsibilities may be assigned based on business requirements.
• Lead by example, to exhibit, encourage and motivate WEG's Values and Beliefs.
• Submit daily shift reports outlining specific information for the department. Maintain working knowledge of racing promotions, major race events and services available to guests.
• Look for ways to streamline procedures and reduce idle time in between calls.
• Maintain working knowledge of HPIbet systems, promotions, and departmental policies.
• Accurately handle in-person electronic transactions using internal systems and point of sale terminals.
• Ensure proper documentation of customer issues and resolution for future reference.

Diversity, Equity, Inclusion and Belonging

Be Yourself.

We believe differences should be valued and celebrated. By building diverse and inclusive teams, we strive to provide a more authentic and empowering work experience that unlocks the potential of our people. Regardless of race, religion, colour, national origin, sex, gender, expression, sexual orientation, age, marital status, veteran status, or disability status, we believe everyone has the right to express their ideas, ambitions, and pursue their goals with confidence and integrity. Diversity breeds innovation. We want people to think differently. Our commitment is to build a culture that welcomes everyone and leverages their unique perspectives to be a great entertainment company that shares the thrill of horseracing experiences with the world.