Consumer Service Representative

Consumer Service Representative

This is a 6-month customer service development program designed to build foundational sales and service skills, with the opportunity for promotion into other roles within the organization. This position begins in April 2026 and plays a key role in supporting guest experiences surrounding the Kentucky Derby, Kentucky Oaks, and Churchill Downs Spring Meet.

Essential Duties and Responsibilities:

• Serve as a primary point of contact for a high volume of inbound customer inquiries via phone and email related to the Kentucky Derby, Kentucky Oaks, Spring Meet race days, ticketing, parking, and event logistics
• Deliver first-class customer service to both existing and prospective guests, ensuring each interaction reflects the prestige and tradition of Churchill Downs
• Service a full menu of ticket products, including Kentucky Derby and Kentucky Oaks tickets, Day at the Races tickets, and group ticket packages
• Assist customers with questions regarding seating, hospitality options, ticket policies, and event-day details, providing accurate and timely information
• Help qualify leads for the Groups, Premium, and Luxury Sales teams to support broader sales initiatives
• Renew, service, and maintain current accounts while identifying opportunities to enhance the guest experience
• Leverage existing account relationships to secure referrals for additional ticket sales, group outings, and suite opportunities
• Maintain detailed and accurate records of all customer interactions in internal systems
• Collaborate with ticketing, sales, and event operations teams to ensure a seamless and memorable guest experience
• Stay informed on event updates, policies, and offerings to confidently communicate the most current information to guests
• Be available to work evenings, weekends, race days, holidays, and all of Derby Week, performing at a high level during peak event periods
• Perform other duties as assigned

Required Skills and Abilities:

• Proficient in basic software programs
• Creative and enthusiastic with excellent interpersonal skills
• Available to work race days and special events
• Possess a willingness to work long hours, evenings, weekends and holidays
• People-oriented, able to multi-task, organized, motivated and detail focused
• Prior interaction with the public and/or working knowledge of the horse racing industry preferred
• Proficiency in Microsoft Office and other related software and open to learning new technologies

Education and Experience:

• A Bachelor's degree (B.A.) from a four-year college or equivalent combination of education and experience is preferred

Language Skills:

• Ability to communicate effectively (oral & written) with all types of clients, co-workers, and the general public

Mathematical Skills:

• Knowledge to apply mathematical operations to such tasks as analyzing costs, return on investment, and analyzing metrics and statistics in comparison to company goals and performance

Reasoning Ability:

• Ability to define problems, collect data, establish facts and draw valid conclusions

Problem-Solving Requirements:

• When dealing with prospects and clients, the employee must show discretion when making recommendations regarding options and event details for a Churchill Downs Racetrack event

Physical Requirements & Working Conditions:

• The employee will be required to sit for extended periods of time
• While performing the duties of this job, the employee may also be required to stand: walk; use hands to finger reach, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear
• The employee may be asked to occasionally lift up to 20 lbs
• The employee may be required to work nights, weekends, and holidays
• 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.