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Guest Engagement Specialist (Bilingual)

June 4, 2026

RaceTrac Company Overview Job Description: The Guest Engagement Specialist (Bilingual) 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 ‘WOW’ guest experience, striving to turn all guests into TracFanatics. What You'll Do: 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. What We're Looking For: High School Diploma or GED required Bilingual (Fluent in Spanish) required Knowledge of Microsoft Office suite preferred Customer Service experience preferred Schedule: On-Site Thursday - Monday 1pm - 10pm 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. 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) required 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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...