Support Centre Representative

Our rich history is a big part of who we are. With historic roots dating back over 135 years, Woodbine is steeped in tradition. We have been the engine that drives the Ontario horse racing industry. From King’s and Queen’s trips to Canada, anniversaries and unforgettable horse races, we have been creating winning experiences for all our guests.

We are currently on an amazing 20-year journey to ‘build a city within a city’ and transform the largest privately held land in Toronto into one of Canada’s premiere entertainment destinations. This journey will unlock the value of approximately 700 acres of land, leading to job creation and the revitalization of our communities, while enhancing our ability to share the thrill of horse-racing and cementing our place as an entertainment powerhouse.

We need dedicated people to join our cause. Be part of Woodbine Entertainment and get inspired to make work awesome

Our Values & Beliefs

| WOW EVERY GUEST | OWN IT | LISTEN & CONNECT - PEOPLE MATTER | FUEL THE FUN & PASS IT ON | TRUST IN OUR TEAM | #WE CARE | PURSUE YOUR POTENTIAL |BE BOLD| BE ALL IN |

Reporting to the HPIbet Support Centre Supervisor, a Support Centre Representative will be responsible for, but not limited to, supporting HPIbet customer accounts, processing account transactions, answering and resolving telephone and in-person guest inquires, educating customers on products and facilitating promotions. Your passion, commitment and ability to Be All In and WOW Every Guest is what will make you a top team member.

**KEY RESPONSIBILITIES**:

- Provide prompt, friendly and courteous in person and telephone service and support to customers, at all times
- Maintain working knowledge of racing promotions, major race events and services available to guests
- 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
- Maintain working knowledge of HPIbet systems, promotions, and departmental policies
- Accurately handle in-person cash and electronic transactions using internal systems, and point of sale terminals
- Ensure HPIbet accounts adhere to Canadian Pari-Mutual Agency regulations and the policies defined by HPIbet
- Generate high level participation in partner track/marketing events by assisting with campaigns
- Other duties or responsibilities may be assigned based on business requirements
- Lead by example, to exhibit, encourage and motivate WEG’s values and beliefs
- Maintain a positive, empathetic and professional attitude towards our customers at all times

**JOB SPECIFICATIONS**:

- ** Knowledge**:

- Basic knowledge of Microsoft Outlook, Word, Excel, Microsoft, and various internet browsers (I.e. Internet Explorer, Google Chrome, Firefox)
- Basic knowledge of reservations and banking point of sale systems is an asset
- Basic knowledge of horse racing, and Pari-Mutuel betting is an asset
- **
Skills**:

- Proven ability to deal professionally and courteously with all customers, at all times
- Proven accuracy in performing basic mathematical calculations
- 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
- Bilingual in English and French a strong asset, other languages an asset
- **
Education and Experience**:

- 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 centre environment is a strong asset

Guided by our Values and Beliefs, Woodbine Entertainment commits to providing an authentic and empowering work experience Please reach out if you're ready to embrace change and be part of a new breed of experience while working for one of Canada’s certified Great Places to Work