Guest Engagement Coordinator

This is a Full Time Job

Who are we hiring?

The Coordinator Guest Engagement Center is responsible for providing first class service to all guests. This role is responsible for handling guest communications via various points of contact, which include but are not limited to phone, email, chat and our Voice of the Customer platform.

What will you do?
• Handling calls, responding to customer written communications, managing issues, and providing on-site presence at events.
• Fulfills anywhere from 3,000-10,000 make-good tickets for issues that require re-ticketing each year.
• Assists in creating unique methods of resolving customer concerns by working with divisions and generates responses in writing or orally.
• Processes and coordinates orders for patrons needing accessible accommodation for all venues.
• Handles ADA ticket inventory with box office for all properties.
• Works with every area of the company on a daily basis, particularly entertainment, facilities and teams.
• Assists in compiling the Guest Relations summaries for all venues including data and analysis from all calls, emails, chats, voice of the customer reviews and letters received that is used by senior management to understand the customer experience and identify recurring issues.
• Assists with managing the Guest Relations area of the website, particularly the FAQ section, which has greatly diminished routine inquiries from the public and provides much better immediate service.
• Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.
• Interacts with guests at more than 100 events (including approximately 25 cancelled events) to address concerns and ensure a positive overall experience.

What do you need to succeed?
• Excellent verbal communication and writing skills along with strong customer relations experience.
• Must have problem solving/conflict resolution skills. Must be able to handle heavy volume of customer communication (telephone, emails, letters, faxes). Must be able to handle sensitive, heightened customer situations including on-site presence.
• Excellent computer skills (SalesForce, Word, Excel, Power Point and Ticketmaster).

Special Requirements
• General physical requirement such as lifting 25lbs., standing for long periods, walking long distances, working in inclement conditions, lead and assist in evacuation of guests and staff, ability to walk up and traverse downstairs, bending and constant motion is often required.
• Must be willing to travel to other company locations as needed.
• Ability to work a flexible schedule including nights, have split days off, work weekends and holidays in a 24 X 7 environment.

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