Title: Guest Services Agent
Louisville, KY, US, 40208
Churchill Downs Racetrack (“CDRT”), the world’s most legendary racetrack, has been the home of The Kentucky Derby, the longest continually held annual sporting event in the United States, since 1875. Located in Louisville, CDRT features a series of themed race days during Derby Week, including the Kentucky Oaks, and conducts Thoroughbred horse racing during three race meets in the Spring, September and Fall. CDRT is located on 175 acres and has a one-mile dirt track, a 7/8-mile turf track, a stabling area, and provides seating for approximately 60,000 guests. The stable area has barns sufficient to accommodate 1,400 horses and a 114-room dormitory for backstretch personnel. CDRT also has a year-round simulcast wagering facility . www.ChurchillDowns.com.
JOB SUMMARY
Our Guest Services team members have dynamic and energetic personalities, enjoy smiling, meeting people, and making our guests happy. Agents are responsible for providing high level customer service to all guests who have an interest in Churchill Downs through various forms of contact. Service representatives will assist by interacting with current and potential guests to provide information to enhance the guest’s overall experience and will encourage future return visits.
Team members will work approximately 30-35 hours per week (except during weeks including a premium race day, which could require additional hours). Must be able to work weekends, some evenings and holidays (including Thanksgiving Day) as assigned.
ESSENTIAL FUNCTIONS
- Always present a guest-focused, professional, and enthusiastic attitude toward resolving guest issues and answering questions.
- Discuss special event experience specifics with guests, communicate details, answer questions and note feedback for future improvement. Provide suggestions and feedback to improve the future overall guest experience.
- Respond to and resolve guest inquiries from various channels assigned, including but not limited to phone calls, emails, Salesforce tickets and face-to-face inquiries in a prompt and professional manner by utilizing available resources and as assigned.
- Respond to guests and/or forward to appropriate personnel for follow-up as necessary. Identify and escalate priority issues and opportunities for improvement to management.
- Answer and log phone calls, assist guests with questions and issues, and direct inbound calls from very busy main call platform.
- Responsible for behaving in an exemplary manner at all times; to project a professional attitude and not allow personal feelings or personal problems to interfere with providing impressive guest service.
- Ensure that all communication and correspondence with guests is courteous, sincere, and professional. Be sure to always use a guest's name when possible.
- Assist with and perform various additional Guest Services and CDRT tasks and projects as required.
- Perform other duties as assigned.
General 2025 Live Racing Infomation
September Live Race Meet – September 11-28
Fall Live Race Meet – October 26 through November 30
REQUIRED SKILLS AND ABILITIES
- Previous Call Center experience required.
- Must possess excellent guest service skills, communication skills, problem solving capability, and have the ability to handle multiple tasks simultaneously while in a fluid work environment.
- Prior experience working with the public in a guest services role and a working knowledge of the horse racing industry preferred.
- Experience using Salesforce a plus.
- Must be people-oriented with a dynamic and energetic personality.
- Must be a dependable collaborator.
- Must demonstrate initiative and self-motivation.
- Must be able to work flexible hours including weekends, some evenings, and holidays.
- Computer knowledge: Microsoft Word, Outlook and Excel experience required.
- This position requires completion of a background check.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
Nearest Major Market: Louisville
