Guest Service Representative

The Role and What You’ll Do: 

Our Guest Service Representatives' primary responsibility is to assist guests with exceptional customer services before, during and after all events related to sports, music and lifestyle. This position will handle incoming phone calls and emails in a professional, efficient, friendly manner. Key characteristics for success include strong organizational, and written and verbal communication skills. This individual must also possess the ability to manage multiple tasks and projects at the one time. This person should demonstrate a desire to learn and grow and offer ideas and suggestions to streamline event processes. Day-to-day responsibilities include: 

·     Field customer inquiries, concerns, and requests in a professional and timely manner via various forms of communication including phone calls (25+ daily), email and live chat 

·       Sell tickets and travel packages for select events  

·       Provide exceptional customer service and professionalism when interacting with vendors, guests, partners, clients, and peers 

·       Work with guests, as needed, to identify specific needs and expectations; special/custom product fulfillments 

·       Ability to de-escalate and deal with complaints/negative feedback 

·       Maintain continuous knowledge of events and partnerships to recognize product, market, and service-related trends in the industry 

·       Understand and achieve profitability goals as it relates to product fulfillment and event packages 

·       Investigate and resolve specific issues related to clientele; identify and escalate priority issues; and route calls/issues to the appropriate resources 

·       Other general administrative duties (e.g., order processing, data entry, etc.) as assigned  

Qualifications: 

·       High school diploma or equivalent  

·       Experience in a customer service position (minimum of 2+ years) preferably in event and/or travel and hospitality industry 

·       Exceptional interpersonal skills - a collaborative style and ability to communicate effectively at all levels with strong oral, written, and presentation skills 

·       Passion for helping others and a strong ability to express empathy, remain calm, cool, and collected with demanding customers at all times 

·       Attention to detail and accurate data entry and typing skills 

·       Ability to multi-task within a high-pressure environment 

·       A proven record of accomplishment of strong personal effectiveness in which imaginative and distinctive service have been demonstrated 

·       Continually strive for self-development and discovering better means of accomplishing both personal and professional goals 

·       Flexibility with weekend shifts and extended work during holidays and seasonal busy periods