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 ââ¬ËWOWââ¬â¢ guest experience, striving to turn all guests into TracFanatics.
What You'll Do:
Provides the ââ¬ËWOWââ¬â¢ 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 RaceTracââ¬â¢s Fleet program.
Handles credit disputes and gasoline calls and obtains the guestsââ¬â¢ 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 required
Knowledge of Microsoft Office suite preferred
Customer Service experience preferred
Bilingual (Fluent in Spanish) a plus
Fueled by Growth, Driven by YouÃ
At RaceTrac, our people make the difference. Whether youââ¬â¢re working in a store, at our corporate office, or on the road, youââ¬â¢ll be part of a team that brings energy, innovation, and a passionââ¬Â¯forââ¬Â¯serving others every day. We support each other, celebrate wins big and small, and create opportunitiesââ¬Â¯forââ¬Â¯growth at every level. With four operating divisions RaceTrac, RaceWay, Energy Dispatch, and Gulf - thereââ¬â¢s always a new challenge to take on and a new path to pursue. Join us and discover how far your career can go.ââ¬Â¯Ã¢â¬Â¯Ã
To see what #LifeatRaceTrac is like, visit ourââ¬Â¯LinkedIn,ââ¬Â¯Facebook, andââ¬Â¯Instagramââ¬Â¯pages.Ã
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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.Ã
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