Job Details
Description
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.
GENERAL 2024 LIVE RACING INFORMATION
2024 Spring Live Race Meet – April 27 through June 30
September Live Race Meet – September 12-29
Fall Live Race Meet – October 29 through December 1
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 as 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.
REQUIREMENTS
- Must possess excellent guest service skills, communication skills, problem solving capability, and have the ability to handle multiple tasks simultaneously while in fluid work environment.
- Previous Call Center experience required.
- 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 team player.
- 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.
SUPERVISORY RESPONSIBILITIES
Qualifications
Experience
Required
Microsoft Word, Outlook, Excel experience
Previous Call Center experience.
Preferred
Previous work in guest services
Licenses & Certifications
Required
Racing License
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