Call Centre Representative - Hpibet

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.

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.

SKILLS:

Knowledge and Education

• Completed secondary school or the equivalent.
• Minimum of two (2) years' experience in customer service.
• Working experience in the entertainment, hospitality, retail industry is an asset.
• Working in a high-volume call center environment is a strong asset.
• Bilingual in English and French a strong asset, other languages an asset.
• Basic working knowledge of MS Teams, Outlook, Word and Excel. Also, working knowledge of various browsers (IE- Chrome, IE, and Firefox.)
• Basic knowledge of reservation systems, Contact Center platforms and systems, such as Kronos, Workday, etc.
• Basic knowledge of Horse racing and/or Pari-Mutuel betting is an asset.
• Exceptional customer service skills, multi-tasking abilities as well as ability to de-escalate and resolve complex situations and strong math skills.

Complexity and Skill in Decision Making

• Ability to communicate effectively in English (oral and written).
• Ability to work in both a team environment and independently.
• Must be able to quickly adapt to new technology and internal software upgrades.
• Ability to think independently and have excellent decision-making skills.
• Proactively look for ways to streamline processes and procedures.

RESPONSIBILITIES:

• Financial impact on customer accounts and organization.
• Loss of reputation for the company and industry.
• Unnecessary escalations and loss of goodwill.
• Failure to capitalize on opportunities to promote Woodbine and/or horse racing.
• Accurately process credit card transactions at a POS terminal and upload funds directly to customers accounts.

Guest Experience

• Demonstrated exceptional customer service skills both internally and externally as the primary point of contact for all telephone inquiries.
• Bilingual in English and French a strong asset, other languages an asset.
• Strong ability to communicate results, answer multiple questions relating to horse racing and work together as a team member effectively when in peak periods throughout the day or season.

Communication/Influencing Others

• Ability to communicate effectively with both customer and team members and potentially other internal partners.
• The ability to persuade customers effectively and negotiate solutions that effectively meet both the customer and the company's needs.
• Being adaptable to various customer personalities or changes during the conversation.
• Building a rapport or creating a connection to enhance the experience and promote Woodbine.

Effort

• Ability to manage a high volume of calls in a short period of time.
• Attention to detail and ability to follow processes and procedures accurately and timely.
• Ability to absorb, retain and communicate knowledge about horse racing, pari-mutuel wagering, and Woodbine.
• Ability to sit for long periods of time.
• Potential for extended shifts beyond normal working hours.
• Long periods of working in front of laptop/computer screens.

Working Conditions

• Call center environment where there is little physical discomfort, due to temperature, dust, noise and the like.
• If working remotely in hybrid setting a secure location away from distractions and observation due to the sensitive nature of customer information.
• Moderate to high stress dealing with cross-functional teams, deadlines and the customers.
• Occasional bending, carrying, climbing, lifting, pulling, pushing and reaching/crouching.
• Standing and walking required for 50% of work time in some locations.
• Regular interruptions, multiple demands and time pressure.
• Various shift work, including evening, weekends and holidays, as required.
• Ability to work evenings, weekends, and holidays.
• Time spent in racing and hospitality venues at Woodbine and Woodbine Mohawk Park which can be lively, noisy and filled with stimuli, including the constant movement of players, guests and staff.

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.