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    Call Center Guest Services Agent - Louisville, United States - Churchill Downs Incorporated

    Churchill Downs Incorporated
    Churchill Downs Incorporated Louisville, United States

    2 weeks ago

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    Description

    ** 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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