Guest Success Specialist

Job description

RaceTrac Company Overview Job Description: The Guest Success Specialist serves as a frontline expert responsible for delivering prompt, accurate, and genuinely caring support to RaceTrac guests. This role ensures every interaction reflects our commitment to exceptional service, efficient issue resolution, and the “WOW” guest experience. Specialists work cross ‑ functionally to resolve concerns, identify trends, and strengthen trust with our guests and internal partners. What You’ll Do Deliver the WOW guest experience by resolving guest issues promptly, professionally, and with empathy. Receive and manage incoming guest and internal inquiries via phone, email, chat bot, and U.S. mail. Document all interactions with accuracy, clarity, and attention to detail. Route cases to the appropriate department and ensure all issues are addressed within required timeframes. Monitor open cases to confirm follow ‑ up, progress, and resolution; escalate when needed. Research archived or active cases to support Legal, Operations, or other departments. Provide accurate information to external companies regarding RaceTrac’s Fleet program. Handle credit disputes, fuel inquiries, and transaction ‑ related concerns; collaborate with other teams to ensure complete and timely resolution. Assist guests with gift card balances and inquiries, partnering with other departments to resolve issues. Identify recurring guest concerns and communicate trends to Leads and leadership. Uphold RaceTrac’s service standards through consistent tone, professionalism, and problem ‑ solving. What We’re Looking For High School Diploma or GED required Customer service experience preferred Knowledge of Microsoft Office suite preferred Bilingual (Fluent in Spanish) a plus Strong communication skills with the ability to remain calm, clear, and solutions ‑ focused Ability to manage multiple inquiries while maintaining accuracy and care Schedule: Wednesday - Sunday - 1:00 pm - 10:00pm Fueled by Growth, Driven by You At RaceTrac, our people make the difference. Whether you’re working in a store, at our corporate office, or on the road, you’ll be part of a team that brings energy, innovation, and a passion for serving others every day. We support each other, celebrate wins big and small, and create opportunities for growth at every level. With four operating divisions RaceTrac, RaceWay, Energy Dispatch, and Gulf - there’s always a new challenge to take on and a new path to pursue. Join us and discover how far your career can go. To see what #LifeatRaceTrac is like, visit our LinkedIn , Facebook , and Instagram pages. 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. #SSCWD Responsibilities: • Provides the ‘WOW’ 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 RaceTrac’s Fleet program. • Handles credit disputes and gasoline calls and obtains the guests’ 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. Qualifications: • Experience in a customer service field preferred • Experience working in a call center with high call volume a plus • Bilingual (Fluent in Spanish) a plus 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.