Call Center Guest Services Agent

4 weeks ago

Louisville, United States Churchill Downs Incorporated Full time

** Call Center Guest Services Agent (Seasonal)**

**Job Category****:** Customer Service **Requisition Number****:** CALLC006705 Showing 1 location **Job Details**

**Description**

ESSENTIAL FUNCTIONS

* Present a guest-focused and enthusiastic attitude toward resolving guest issues and answering questions.

* Answer and log phone calls, assist guests with questions and issues, and direct inbound calls from very busy main switchboard.

* Respond to and resolve guest inquiries from various channels including but not limited to phone calls, emails, CRM tickets and face-to-face inquiries in a prompt and professional manner by utilizing available resources.

* Track, respond to, resolve and monitor guest complaints and feedback received through various channels, including in the CRM system. Respond to guests and/or forward to appropriate personnel for follow-up as necessary. Identify and escalate priority issues to management.

* Discuss special event specifics with guests, communicate details, answer questions and note feedback for future improvement. Provide suggestions and feedback to improve the future overall guest experience.

* 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.

**SUPERVISORY RESPONSIBILITIES**

None

**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 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 some holidays.

* Computer knowledge: Microsoft Word, Outlook and Excel experience required.

* This position requires completion of a background check.

Approximately 30 hours per week (except during weeks including a premium race day, which will most likely require additional hours). Must be able to work weekends, some evenings and holidays as assigned.

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

**:**

**Education**

**Experience**

**Licenses & Certifications**

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