Consumer Service Representative

Churchill Downs Incorporated•Louisville, KY

About The Position

Churchill Downs Racetrack (“CDRT”), the world’s most legendary racetrack, has been the home of The Kentucky Derby, the longest continually held annual sporting event in the United States, since 1875. Located in Louisville, CDRT features a series of themed race days during Derby Week, including the Kentucky Oaks, and conducts Thoroughbred horse racing during three race meets in the Spring, September and Fall. CDRT is located on 175 acres and has a one-mile dirt track, a 7/8-mile turf track, a stabling area, and provides seating for approximately 60,000 guests. The stable area has barns sufficient to accommodate 1,400 horses and a 114-room dormitory for backstretch personnel. CDRT also has a year-round simulcast wagering facility . www.ChurchillDowns.com. JOB SUMMARYThis 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 March 2026 and plays a key role in supporting guest experiences surrounding the Kentucky Derby, Kentucky Oaks, and Churchill Downs Spring Meet.

Requirements

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
Ability to communicate effectively (oral & written) with all types of clients, co-workers, and the general public. Ability to communicate effectively under pressure and when working under a deadline
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
Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret directions and technical diagrams
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
Computer, printer, calculator, copy and scanning machine, telephone, software packages, etc.
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

Nice To Haves

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

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