Guest Services Associate - Artist Services

Full Time Job
THE ROLE
The Guest Services Associate will provide exceptional customer service with a high level of professionalism while interacting with guests, partners, clients, vendors, and peers. Successfully serve On Location customers by providing information and resolving all product and service challenges. Responsible for timely responses to a wide range of VIP program and event related requests through various forms of communication including email, text, and live chat. The individual will work closely with the Artist Services team to identify opportunities for change that increases efficiencies and processes within the department.

Responsibilities and qualifications include, but not limited to:
• Field customer inquiries, concerns, and requests via phone, email, and chat in a professional and timely manner
• Be comfortable interfacing with various computer software and resources
• Use judgment to escalate sensitive or special requests to Guest Services Manager or Project Lead
• Provide timely and appropriate confirmation or update correspondence after all customer interactions
• Keep informed of all program details by website/FAQ familiarity and internal resources to be able to answer customer's general questions and concerns
• Excellent customer service and communication (written and verbal) skills
• Attention to detail, organization, and critical thinking skills are a must
• 1+ years experience in customer service or client facing roles
• Must be flexible with working hours, able to work weekends, evenings and sometimes holidays

Preferred Education and/or Experience, Knowledge, Skills, and Abilities:
• Experience with Zendesk or similar platforms
• Experience with Pardot or similar email communication platforms
• Proficiency in MS Office Suite
• Experience in live events, concerts, or fan experiences is a plus