CUSTOMER SERVICE REPRESENTATIVE

Job Category: Part time seasonal

Reports to: Customer Service Manager

Salary: $17.00/hourly

General Description:

Prior knowledge of horse racing is not required to obtain this position, but a new employee will be expected to put forth the effort to learn once employment has been accepted. Customer Service Representatives are the heart and soul of customer service in our facility, the front line of customer relations and experts in the “no question is to go unanswered department”. Customer Service Representatives are familiar with our building layout, our tours, wagering, food courts and restaurant, first aid, photos, security, other racetracks and wagering facilities—in short, anything that has to do with the business of racing and the services we provide our guests.

Essential Duties & Responsibilities:

• Answer any and all questions about the facility, horse racing and the services we provide or know where to obtain the answer or to direct the guest.
• Learn computer programs that are used to sell reserved seats, forms and programs, gift cards and manage our Emerald Rewards program.
• Reconcile sales and inventory at the end of the shift.
• Audibly count back accurate change during a sale.
• Listen and politely respond to customer complaints or concerns.
• Greet guests in the lobby and assist with traffic flow on and off the elevators during large attendance days.

Knowledge, Skills, & Abilities:

Hospitable and friendly people skills, money handling experience, good math skills, computer literacy, neat appearance, proper phone etiquette, ability to follow directions and comply with company procedures, organized, with attention to detail, patient, self-reliant, professional, dependable, trustworthy and flexible. Capable of lifting up to 20 lbs.

Work Environment, Communication & Physical Abilities:

A professional environment that is fast-paced and customer-oriented. Communication with others in the workplace should be respectful and with a positive attitude. Staff should be prepared to work longer hours during special event days.

Tools & Equipment:

Office supplies, cleaning tools and supplies, brochures, cashiering equipment, maps, and customer service station.