Consumer Service Representative
Churchill Downs Racetrack, Louisville, KY, United States
Title
Consumer Service Representative
Requisition ID 3426
Location Louisville, KY, US, 40208
Property: Churchill Downs Racetrack
Pay Range 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 This is a 6‑month customer service development program designed to build foundational sales and service skills, with the opportunity for promotion into other roles within the organization. This position begins in March 2026 and plays a key role in supporting guest experiences surrounding the Kentucky Derby, Kentucky Oaks, and Churchill Downs Spring Meet.
Essential Duties And Responsibilities
Serve as a primary point of contact for a high volume of inbound customer inquiries via phone and email related to the Kentucky Derby, Kentucky Oaks, Spring Meet race days, ticketing, parking, and event logistics
Deliver first‑class customer service to both existing and prospective guests, ensuring each interaction reflects the prestige and tradition of Churchill Downs
Service a full menu of ticket products, including Kentucky Derby and Kentucky Oaks tickets, Day at the Races tickets, and group ticket packages
Assist customers with questions regarding seating, hospitality options, ticket policies, and event‑day details, providing accurate and timely information
Help qualify leads for the Groups, Premium, and Luxury Sales teams to support broader sales initiatives
Renew, service, and maintain current accounts while identifying opportunities to enhance the guest experience
Leverage existing account relationships to secure referrals for additional ticket sales, group outings, and suite opportunities
Maintain detailed and accurate records of all customer interactions in internal systems
Collaborate with ticketing, sales, and event operations teams to ensure a seamless and memorable guest experience
Stay informed on event updates, policies, and offerings to confidently communicate the most current information to guests
Be available to work evenings, weekends, race days, holidays, and all of Derby Week, performing at a high level during peak event periods
Perform other duties as assigned
Required Skills And Abilities
Proficient in basic software programs
Creative and enthusiastic with excellent interpersonal skills
Available to work race days and special events
Possess a willingness to work long hours, evenings, weekends and holidays
People‑oriented, able to multi‑task, organized, motivated and detail focused
Prior interaction with the public and/or working knowledge of the horse racing industry preferred
Proficiency in Microsoft Office and other related software and open to learning new technologies
Education And Experience
A Bachelor’s degree (B.A.) from a four‑year college or equivalent combination of education and experience is preferred.
Language Skills:
Ability to communicate effectively (oral & written) with all types of clients, co‑workers, and the general public. Ability to communicate effectively under pressure and when working under a deadline.
Mathematical Skills:
Knowledge to apply mathematical operations to such tasks as analyzing costs, return on investment, and analyzing metrics and statistics in comparison to company goals and performance.
Reasoning Ability:
Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret directions and technical diagrams.
Problem‑Solving Requirements:
When dealing with prospects and clients, the employee must show discretion when making recommendations regarding options and event details for a Churchill Downs Racetrack event.
Machine, Tools, and Equipment:
Computer, printer, calculator, copy and scanning machine, telephone, software packages, etc.
Physical Requirements & Working Conditions
The employee will be required to sit for extended periods of time.
While performing the duties of this job, the employee may also be required to stand: walk; use hands to finger reach, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
The employee may be asked to occasionally lift up to 20 lbs.
The employee may be required to work nights, weekends, and holidays.
The noise level in the work environment is moderate.
EEO Statement All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
Work With Us Churchill Downs Incorporated is an inclusive and fun place to work. We celebrate unique approaches and points of view. We believe diversity is a mindset that drives excellence. We’re always learning, evolving and growing. We innovate through mutual respect of ideas and collaboration. This allows us to build a common language that inspires our team members and propels us toward the achievement of our vision.
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Nearest Major Market Louisville
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Requisition ID 3426
Location Louisville, KY, US, 40208
Property: Churchill Downs Racetrack
Pay Range 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 This is a 6‑month customer service development program designed to build foundational sales and service skills, with the opportunity for promotion into other roles within the organization. This position begins in March 2026 and plays a key role in supporting guest experiences surrounding the Kentucky Derby, Kentucky Oaks, and Churchill Downs Spring Meet.
Essential Duties And Responsibilities
Serve as a primary point of contact for a high volume of inbound customer inquiries via phone and email related to the Kentucky Derby, Kentucky Oaks, Spring Meet race days, ticketing, parking, and event logistics
Deliver first‑class customer service to both existing and prospective guests, ensuring each interaction reflects the prestige and tradition of Churchill Downs
Service a full menu of ticket products, including Kentucky Derby and Kentucky Oaks tickets, Day at the Races tickets, and group ticket packages
Assist customers with questions regarding seating, hospitality options, ticket policies, and event‑day details, providing accurate and timely information
Help qualify leads for the Groups, Premium, and Luxury Sales teams to support broader sales initiatives
Renew, service, and maintain current accounts while identifying opportunities to enhance the guest experience
Leverage existing account relationships to secure referrals for additional ticket sales, group outings, and suite opportunities
Maintain detailed and accurate records of all customer interactions in internal systems
Collaborate with ticketing, sales, and event operations teams to ensure a seamless and memorable guest experience
Stay informed on event updates, policies, and offerings to confidently communicate the most current information to guests
Be available to work evenings, weekends, race days, holidays, and all of Derby Week, performing at a high level during peak event periods
Perform other duties as assigned
Required Skills And Abilities
Proficient in basic software programs
Creative and enthusiastic with excellent interpersonal skills
Available to work race days and special events
Possess a willingness to work long hours, evenings, weekends and holidays
People‑oriented, able to multi‑task, organized, motivated and detail focused
Prior interaction with the public and/or working knowledge of the horse racing industry preferred
Proficiency in Microsoft Office and other related software and open to learning new technologies
Education And Experience
A Bachelor’s degree (B.A.) from a four‑year college or equivalent combination of education and experience is preferred.
Language Skills:
Ability to communicate effectively (oral & written) with all types of clients, co‑workers, and the general public. Ability to communicate effectively under pressure and when working under a deadline.
Mathematical Skills:
Knowledge to apply mathematical operations to such tasks as analyzing costs, return on investment, and analyzing metrics and statistics in comparison to company goals and performance.
Reasoning Ability:
Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret directions and technical diagrams.
Problem‑Solving Requirements:
When dealing with prospects and clients, the employee must show discretion when making recommendations regarding options and event details for a Churchill Downs Racetrack event.
Machine, Tools, and Equipment:
Computer, printer, calculator, copy and scanning machine, telephone, software packages, etc.
Physical Requirements & Working Conditions
The employee will be required to sit for extended periods of time.
While performing the duties of this job, the employee may also be required to stand: walk; use hands to finger reach, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
The employee may be asked to occasionally lift up to 20 lbs.
The employee may be required to work nights, weekends, and holidays.
The noise level in the work environment is moderate.
EEO Statement All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
Work With Us Churchill Downs Incorporated is an inclusive and fun place to work. We celebrate unique approaches and points of view. We believe diversity is a mindset that drives excellence. We’re always learning, evolving and growing. We innovate through mutual respect of ideas and collaboration. This allows us to build a common language that inspires our team members and propels us toward the achievement of our vision.
Already Work Here? Employee Login
Nearest Major Market Louisville
#J-18808-Ljbffr