Seasonal Call Center Agent

JOB SUMMARY

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. This position serves as a knowledgeable and welcoming ambassador of Churchill Downs, helping guests navigate special events, resolve inquiries, and feel genuinely valued throughout the process.

GENERAL 2026 LIVE RACING INFORMATION

• Derby Week – April 25 through May 2
• Spring Meet – May 7 through June 28
• September Meet – September 10 through 27
• Fall Meet – October 25 through November 29

ESSENTIAL DUTIES AND 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.

REQUIRED SKILLS AND ABILITIES

• 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.