Social Media Service Representative

This is a Full Time Job

Job Title: Digital Guest Services Representative

Job Summary: Monitors social media and digital communication platforms in real-time during Kauffman Stadium games and major events to provide assistance and service recovery to guests.

Position Accountabilities/Responsibilities:
• Monitor live tweets, the texting assistance program, Royals guest services email inbox and other digital communication platforms during Kansas City Royals games and Kauffman Stadium major events
• Respond to guest feedback and special requests via digital platforms while providing an outstanding customer service experience
• Respond to guest services phone calls during games and events
• Assist the Guest Experience Specialist with the review and responses of the Digital Gameday Experience Surveys during shift when needed
• Assist the Guest Experience Specialist with entering incident reports into ABIMM
• Other items assigned as necessary

Position Qualifications, Skills, and Experience Required:
• High school degree required. Prefer candidate pursuing a college education and career in sports management, business or hospitality services.
• Must have good knowledge and operating skills with computer programs
• 1 – 2 years Guest Service experience preferred (e.g. hospitality, entertainment, retail).
• Must be available to work all home games remaining in the season
• Professional demeanor and excellent verbal and written communication skills required
• Must be team-oriented, extremely outgoing and motivated

Physical Requirements:
• Ability to lift items weighing as much as 20 pounds
• Must be able to work in a seated position for majority of workday
• Must be able to be productive utilizing a computer keyboard and telephone
• Must be comfortable walking to navigate the facility to access the office, concourse, etc.
• Must be able to work extended hours and/or weekends as required by deadlines and event scheduling

The physical demands described here are representative of those that may be met by an employee to successfully perform the essential functions of this job.