Seasonal Call Center Agent

Seasonal Call Center Guest Experience Agent

Our Guest Services team members bring energy, enthusiasm, and a genuine passion for elevating the guest experience at Churchill Downs. As welcoming ambassadors for the racetrack, they help shape the guest journey—from arrival to departure—ensuring visitors feel valued, supported, and excited to return. 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. Agents manage high-volume call flow with accuracy and composure, ensuring each interaction reflects the organization's commitment to exceptional hospitality. By effectively communicating, personalizing each guest interaction, and escalating complex issues when necessary, the agent contributes to continuous service improvements and an outstanding overall guest experience. Team members will work approximately 30-35 hours per week during the Live Racing season (except during weeks including a premium race day, which could require additional hours). Must be able to work weekends, some evenings and holidays (including Thanksgiving Day) as assigned. 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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.