Guest Services Representative

4 weeks ago

Raleigh, United States On Location Full time

Who We Are:


On Location is a premium experience provider, offering world class hospitality, ticketing, curated guest experiences, live event production, and travel management across sports, entertainment, and fashion. From unrivaled access for corporate clients to guests looking for fully immersive experiences at marquee events, On Location is the premier and official service provider to over 150 iconic rights holders, such as the IOC (Paris 2024, Milano Cortina 2026, LA 2028), NFL, NCAA, UFC and PGA of America, and numerous musical artists and festivals. The company also owns and operates a number of unique and exclusive experiences, transforming the most dynamic live events into a lifetime of memories. On Location is a subsidiary of Endeavor, a global sports and entertainment company.



Endeavor is a global sports and entertainment company, home to many of the world’s most dynamic and engaging storytellers, brands, live events, and experiences. The Endeavor network specializes in talent representation through entertainment agency WME; sports operations and advisory, event management, media production and distribution, and brand licensing through IMG; live event experiences and hospitality through On Location; full-service marketing through global cultural marketing agency 160over90; and sports data and technology through IMG ARENA and OpenBet. Endeavor is also the majority owner of TKO Group Holdings (NYSE: TKO), a premium sports and entertainment company comprising UFC and WWE.



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

This job description is not designed to cover or contain a comprehensive listing of the employee's activities, duties, or responsibilities for this job. Duties, obligations, and activities may change at any time with or without notice.


Travel:

Must be adaptable with work and travel schedule and be available to travel for work which may include extended work hours during nights, weekends, and holidays. This position may require up to 10% travel.


Endeavor unites and brings people together in our love of sport, culture, and entertainment. We understand this can only be accomplished when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture, we strive to reflect the world’s diverse voices.



Endeavor is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.

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