Seasonal Call Center Guest Service Agent

2 weeks ago

Louisville, United States Churchill Downs Incorporated Full time

** Seasonal Call Center Guest Service Agent**

**Job Category****:** Customer Service **Requisition Number****:** SEASO005817 Showing 1 location **Job Details**

**Description**

ESSENTIAL FUNCTIONS

? Answer and log phone calls, assist guests 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 bearing and not allow

personal feelings or personal problems interfere with 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.

? 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.

This seasonal position will be working approximately 30 hours per week (weekends, some evenings and holidays) until January 2022.

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

**:**

**Education**

**Experience**

**Licenses & Certifications**

**Required**

Racing License

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