Hub Operator

Churchill Downs Incorporated; Louisville (KY); On-site; USD 40,000 - 48,000; Full time

Job summary

Churchill Downs Incorporated is seeking an entry-level Operations Support role in Louisville, KY or Portland, OR. You'll monitor systems, troubleshoot equipment, and help maintain a positive customer experience by resolving issues reported via email and phone.

The role involves handling calls from customers and Field Operations, acting as a back-up race track operator, and working with scheduling and configuration tasks. A degree and basic IT exposure are desirable.

Qualifications

• Associate’s or Bachelor’s degree required.
• Experience configuring consoles, routers, port servers, switches and printers preferred.
• Some travel may be required.

Responsibilities

• Handle incoming calls from customers and field operations to troubleshoot equipment.
• Back-up race track operator to ensure system integrity.
• Monitor error logs and system alerts; escalate issues per protocol.
• Enter data into scheduling system and validate entries.
• Perform system configuration requests and UAT for new software versions.

Skills

Microsoft Office

Troubleshooting

Communication

Problem solving

Customer service

Time management

Multi-tasking

Education

Associate's or Bachelor's degree

Tools

Networking hardware

Printers

Job description

Select how often (in days) to receive an alert:

United Tote, backed by the legacy of Churchill Downs, is a leading B2B technology and service provider for the pari-mutuel gaming industry. Our systems process over $5 billion annually and support racing’s premier events—including the Kentucky Derby, Belmont Stakes, and Breeders’ Cup. Known for unmatched reliability and service, United Tote is the Totalisator of choice in the industry. Join us and help shape the future of racing technology.

JOB SUMMARY

United Tote is a leading B2B technology and service provider for the pari-mutuel gaming industry, backed by the integrity and tradition of Churchill Downs, home of the world-famous Kentucky Derby. This is an entry level role integral to the Central Operations Team within United Tote. This role is responsible for system monitoring, troubleshooting system issues and providing a positive customer experience by solving issues reported through email and phone calls.

This position can be located in Louisville, KY or Portland, OR.

Possible Shifts Include:

• Sunday to Wednesday from 6am to 4:30pm (ET)
• Sunday to Wednesday from 12pm to 10:30pm (ET)
• Sunday to Wednesday from 9m to 7:30am (ET)
• Wednesday to Saturday from 6am to 4:30pm (ET)
• Wednesday to Saturday from 12pm to 10:30pm (ET)
• Wednesday to Saturday from 9m to 7:30am (ET)

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for creating a positive customer experience by professionally, accurately and efficiently handling incoming calls from United Tote customers and Field Operations to answer questions and/or assist in troubleshooting of communication equipment, consoles, terminals, tote boards/auxiliary odds boards, and other equipment.
• Acts as a back-up race track operator to ensure the integrity of the United Tote system.
• Monitor error logs, system alerts, and communication networks. Report errors per guidelines including escalation based on established protocols.
• Responsible for data entry into scheduling system and validating the accuracy of the entries.
• Efficiently and accurately completes all tasks on the daily checklist.
• Acts as a project team member for assigned projects.
• Performs User Acceptance Testing for new software versions.
• Efficiently and accurately completes system configuration requests as assigned.
• Monitor for race processing errors and perform preliminary troubleshooting. Escalate race processing errors to the appropriate parties, when necessary.
• Performs other duties as assigned.

REQUIRED SKILLS AND ABILITIES

Required

• Must be at least 18 years of age with a High School diploma or GED.
• Ability to obtain racing licenses as required by state law and pass a background check.
• Proficient with Microsoft Office, especially Outlook, Excel and Word.
• Passionate problem solver with excellent trouble shooting skills and can-do attitude who can maintain a calm demeanor in stressful situations.
• Independent self-starter with proven self-motivation and the ability to work professionally and collaboratively with others.
• Excellent verbal and written communication skills and ability to manage multiple or competing priorities with a proven ability to pay close attention to the fine details.
• Ability to work a flexible schedule including evenings, weekends and holidays as needed.
• Must be punctual and have reliable transportation.

EDUCATION AND EXPERIENCE

• Associate’s or Bachelor’s degree
• Some experience with configurations of consoles, routers, port servers, switches and printers.
• Some travel may be required.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

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.

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

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Work With Us

Churchill Downs Incorporated is an inclusive and fun place to work. We celebrate unique approaches and points of view. We believe diversity is a mindset that drives excellence. We’re always learning, evolving and growing. We innovate through mutual respect of ideas and collaboration. This allows us to build a common language that inspires our team members and propels us toward the achievement of our vision.