Seasonal Call Center Agent
Churchill Downs Racetrack, Louisville, KY, United States
Overview
Title: Seasonal Call Center Agent
Location: Louisville, KY
Requisition ID#: 3699
Churchill Downs Racetrack (CDRT) is a premier horse racing venue with multiple race meets throughout the year and a year‑round simulcast wagering facility. The Seasonal Call Center Guest Experience Agent plays a key role in shaping the guest journey by delivering warm, professional, and solution‑focused support during inbound phone calls and other communication channels. Agents act as knowledgeable ambassadors, helping guests navigate special events, resolve inquiries, and feel valued throughout the process.
Responsibilities
Deliver an exceptional, guest‑first experience by consistently demonstrating a professional, upbeat, and solutions‑oriented approach when addressing inquiries or concerns.
Guide guests through special event experiences by clearly communicating details, answering questions, and gathering feedback to support ongoing improvements that enhance the overall guest journey.
Respond promptly and accurately to inbound inquiries across multiple channels—including phone, email, Salesforce cases, and in‑person requests—using available resources to provide timely, helpful resolutions.
Recognize and escalate complex or urgent issues to the appropriate team members or leaders, ensuring seamless follow‑up and continuous improvement opportunities.
Efficiently manage high‑volume call flow, including answering, documenting, routing, and resolving guest calls from a busy main call center platform.
Demonstrate professionalism and integrity at all times, maintaining composure and a positive attitude while representing the organization in a guest‑focused manner.
Communicate with courtesy, sincerity, and clarity, personalizing interactions by using guest names and ensuring all correspondence reflects Churchill Downs’ commitment to hospitality.
Support Guest Services and CDRT initiatives by assisting with department‑wide projects, special assignments, and operational tasks as needed.
Perform additional duties as assigned to contribute to the success of the team and the guest experience.
Qualifications
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.
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.
Candidate should be proficient with various software tools, such as spreadsheets, databases and web applications, including but not limited to Word, Excel, Outlook, PowerPoint, and other MS Suite applications. Experience with Salesforce and other CRM platforms is preferred. Ability to learn new applications as required.
Education And Experience
Bachelor’s Degree preferred.
Previous Call Center experience required, including experience working in a high‑volume Call Center environment and interacting with the public on a regular basis.
Experience using Five9 and Salesforce a plus.
Physical Requirements & Working Conditions
While performing the duties of this job, the employee may also be required to stand, walk, use hands to finger, reach, handle, feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear.
Employees may be asked to occasionally lift up to 20 lbs.
The noise level in the work environment is moderate.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
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Location: Louisville, KY
Requisition ID#: 3699
Churchill Downs Racetrack (CDRT) is a premier horse racing venue with multiple race meets throughout the year and a year‑round simulcast wagering facility. The Seasonal Call Center Guest Experience Agent plays a key role in shaping the guest journey by delivering warm, professional, and solution‑focused support during inbound phone calls and other communication channels. Agents act as knowledgeable ambassadors, helping guests navigate special events, resolve inquiries, and feel valued throughout the process.
Responsibilities
Deliver an exceptional, guest‑first experience by consistently demonstrating a professional, upbeat, and solutions‑oriented approach when addressing inquiries or concerns.
Guide guests through special event experiences by clearly communicating details, answering questions, and gathering feedback to support ongoing improvements that enhance the overall guest journey.
Respond promptly and accurately to inbound inquiries across multiple channels—including phone, email, Salesforce cases, and in‑person requests—using available resources to provide timely, helpful resolutions.
Recognize and escalate complex or urgent issues to the appropriate team members or leaders, ensuring seamless follow‑up and continuous improvement opportunities.
Efficiently manage high‑volume call flow, including answering, documenting, routing, and resolving guest calls from a busy main call center platform.
Demonstrate professionalism and integrity at all times, maintaining composure and a positive attitude while representing the organization in a guest‑focused manner.
Communicate with courtesy, sincerity, and clarity, personalizing interactions by using guest names and ensuring all correspondence reflects Churchill Downs’ commitment to hospitality.
Support Guest Services and CDRT initiatives by assisting with department‑wide projects, special assignments, and operational tasks as needed.
Perform additional duties as assigned to contribute to the success of the team and the guest experience.
Qualifications
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.
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.
Candidate should be proficient with various software tools, such as spreadsheets, databases and web applications, including but not limited to Word, Excel, Outlook, PowerPoint, and other MS Suite applications. Experience with Salesforce and other CRM platforms is preferred. Ability to learn new applications as required.
Education And Experience
Bachelor’s Degree preferred.
Previous Call Center experience required, including experience working in a high‑volume Call Center environment and interacting with the public on a regular basis.
Experience using Five9 and Salesforce a plus.
Physical Requirements & Working Conditions
While performing the duties of this job, the employee may also be required to stand, walk, use hands to finger, reach, handle, feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear.
Employees may be asked to occasionally lift up to 20 lbs.
The noise level in the work environment is moderate.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
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