Information Center Specialist

SUMMARY 

Serving in a support role to the Information Center, providing customer service at the highest level, exemplifying the Keeneland Way.   Always being mindful of the patron experience and going above and beyond to assist patrons.

This position is part-time, working year-round for 2 days each week on Monday and Friday from 8:30am to 4:30pm. Must be available to work additional evening hours and weekends during race meets and horse sales.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

Switchboard:

This position must present a professional, excellent customer service skills and courteous representation of Keeneland to receive callers both by phone and in person. They should determine the nature of business of the callers and direct them to their destination. They must have a knowledge of the entire operational function of Keeneland, its physical layout of the facilities and grounds and an ability to make quick decisions are essential to this job. These goals are accomplished by performing the following duties:

• Serves as receptionist for the Ticket Office and Keeneland, greeting visitors, taking messages, etc.
• Executes frontline public relations and ultimate customer service at all times to customers, patrons and vendors.
• Operates telephone to receive incoming calls and to place out-going calls.
• Possesses knowledge of Keeneland employees, their department, and their duties.
• Maintains ability to recall various events, dates, meetings, and activities held at Keeneland and its locations.
• Resolves situations that require quick decisions when those involved are unavailable.
• Answers various general questions concerning Keeneland and Lexington area.
• Receive Keeneland comments or requests. Log comment or request and disseminate to appropriate person or department for resolution of comment or request.
• Performs a variety of clerical duties for all Keeneland department as needed.
• Respond to general customer service emails as needed.

Ticketing:

This position may be responsible for assisting the ticketing team with the following:

• Answer general patron questions on ticket types, pricing and experience.
• Assist with basic ticket functions such as taking payment, re-printing or refunding.
• Assist with Will Call as needed and directed.

General:

• Review, assist and coach seasonal staff.
• Contribute to a work environment that encourages teamwork and respect for coworkers.

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to utilize office equipment including computers, printers and telephones.
• Must be able to navigate ticket software, email and other software systems.
• Should be able to build rapport with patrons and co-workers. 

EDUCATION and/or EXPERIENCE 

High school diploma or GED; experience utilizing a digital ticketing system preferred. 

COMPUTER SKILLS 

To perform this job successfully, an individual must be able to use a computer, scanner, email and multi-line telephone.

LANGUAGE SKILLS 

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS 

Demonstrated mathematical proficiency to accurately process ticket sales, payments, refunds, and daily balancing procedures. 

• Basic mathematical and cash-handling skills 
• Ability to accurately calculate fees, balances, and transactions 
• Strong numerical aptitude for ticket sales and payment processing 
• Proficient in handling monetary transactions and reconciling ticket totals 
• Ability to perform quick and accurate arithmetic in a fast-paced environment 
• Attention to detail with strong counting and reconciliation abilities

REASONING ABILITY 

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS

Kentucky Horse Racing License is required for all track workers. 

PHYSICAL DEMANDS  

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.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear.  The employee frequently is required to walk and reach with hands and arms.  The employee is occasionally required to stand; sit; climb or balance; and stoop, kneel, crouch, or crawl.  The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

WORK ENVIRONMENT  

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is usually moderate.