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Sales & Marketing: Client Relations/Customer Service
Customer Service Representative and Operator - (Lexington, KY)

Summary of Responsibilities      

Answer customer inquiries coming from inbound calls, chats, or emails, as well as, perform outbound calls for various reasons.  Examples of these customer inquiries can include to set up new accounts, update account records, answer questions, handle complaints, troubleshoot problems, fund accounts, provide information, offer promotional items, or conduct pro-active calling for various business reasons.  Utilizes business applications and the appropriate technology to perform routine activities. Performs daily transactions and processes related work in support of daily operations. Provides internal customer service support that achieves quality and customer service goals.  Specializes in creating new customers, educating customers in product lines and encouraging new customers to deposit funds and wager. In addition, works at efficiently and accurately entering wagers, reading to player for verification and informing players of account status and up-to-date wagering information.

Essential Functions, Duties, and Responsibilities                                                            

  • Handles routine aspects of the operation with moderate supervision
  • Performs daily transactions and processes related work
  • Performs data entry, maintains and updates customer account records
  • Can quickly grasp concepts and begin to learn deliverables of the position
  • Completes tasks within defined time frames and at appropriate quality and customer service levels
  • Understands essential functions and how individual performance affects company performance
  • Provides internal/external customer service support that achieves customer service goals and objectives
  • Reacts to problems and provides basic solutions based on prescribed guidelines or procedures
  • Directs issues or concerns to the right person or group for resolution 
  • Answer inbound calls from customers to answer inquiries, handle complaints, troubleshoot problems and facilitate transactions
  • Answer inbound calls from customers to validate account credentials, enter wagering instructions, repeat to player for verification, provide balance, and wagering amounts
  • Conduct outbound dialing for various business reasons.
  • Assist with account openings and encourage initial deposits
  • Educate customers on product lines
    • Live Customer Service
    • IVR phone wagering
    • Online (Classic, Express, Pro and TV)
    • Mobile Phone Application
  • Daily balancing and reconciliation of financial transactions
  • Identify, document and escalate priority issues
  • Other duties as assigned by Management to include but not limited to assisting players with entering wagering instructions into computer application, taking reservations, and providing racing, schedule or past performance information

Key Qualifications

  • Able to maintain customer confidentiality
  • Strong communication, written skills, and interpersonal skills
  • Comfortable with fast paced schedule driven development
  • Computer literate, experience with Microsoft Office is preferred
  • Ability to work in a fast paced environment and be able to multitask
  • Flexibility with your schedule to meet the needs of the business


High school diploma or equivalent.  Proficient in data entry/keyboard skills and relevant computer applications.  Previous customer service, sales or horse racing industry experience a plus.

Supervisory Responsibilities


Physical and Mental Requirements

The following physical and mental demands are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

a)     While performing the duties of this job, the employee is frequently required to sit, sometimes for prolonged periods while working at a desk, on the phone, and/or on the computer; type on a computer keyboard; use hands to finger, handle or feel; talk or hear; reach with hands or arms; walk or stand; and perform some repetitive motion activities.

b)     Specific vision abilities required by this job include close vision, color vision, color differentiation, peripheral vision, depth perception, and ability to adjust focus.

c)     This position requires the ability to work effectively as part of a team; and concentrate on a variety of details when faced with interruptions and changing work priorities.

d)     The mental demands are representative of those that must be met by an employee to successfully perform the essential functions, as described above, including but not limited to: demonstrated ability to anticipate and solve practical problems or resolve issues; reason, calculate figures and amounts; collect, interpret, and/or analyze complex data and information, and draw valid conclusions; interpret procedures and policies; and meet schedules in a dynamic and sometimes demanding work environment.

e)     The noise level in this work environment is usually moderate. The work environment characteristics are representative of those an employee encounters while performing the essential functions of this job in a typical office environment.

f)      The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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Future Notification Only - Churchill Downs Incorporated and its Entities (Various Locations, US)

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