Guest Support Specialist

4 weeks ago


Orem, United States Ice Castles LLC Full time
Job DescriptionJob DescriptionSalary: $21- $23 Per Hour

At Ice Castles, we create an uplifting, magical experience for every guest. We depend on our positive, guest-oriented Engagement & Marketing team to ensure that every interaction with our guests makes a positive impact. We are looking to grow our team and need an outgoing, friendly, motivated individual who can thrive at conflict resolution and problem solving in a fast-paced, service-oriented environment. 


As a Guest Support Specialist for Ice Castles, your role is to ensure a positive experience for Ice Castles guests before and after their visit, by managing ticketing processes, handling customer inquiries, and resolving issues - all while maintaining effective communication and support resources. You will be working on the following tasks:



  • Support the relationship between Ice Castles and our third-party ticketing platform/customer support team, Leap, by attending regular calls and answering questions via Slack. 
  • Utilize the Leap platform to create and continuously edit ticketing web pages, as well as adjust ticket orders as needed.
  • Manage customer support emails, including but not limited to donation requests, general inquiries and support needs.
  • Work with our third-party support team to review and resolve escalated customer support issues, including refund requests.
  • Communicate castle closures and weather advisories to guests and our third-party support team. This is a shared responsibility between the vice president, manager, lead and staff via the Season On-Call Schedule.
  • Review and update the Ice Castles Help Desk and Chat Bot, as well as other materials utilized by our third-party support team (wiki, macros, email templates and more).
  • Implement all aspects of group sales, which includes tracking inquiries, managing communication, distributing contracts and processing purchases.
  • Train and oversee the part-time Guest Support Staff member who assists with administrative support tasks. 
  • Continuously improve and streamline guest support tasks by creating and adjusting workflows and other team materials. 
  • Collaborate with Engagement Manager and other members of the Engagement & Marketing team via regular calls and Slack to continuously improve guest communication. 


HOURS: This position starts part time (20-30 hours per week) but moves to full time as we get ready to open for the season (30-40 hours per week).  Position is seasonal with a start around mid September through mid to late March.


JOB REQUIREMENTS:  

  • Must be able to work a flexible schedule. 
  • Must have the ability to work remotely.
  • Must have a strong attention to detail. 
  • Must demonstrate the ability to craft customer service messages well. 
  • Must have some previous leadership experience.
  • Must work well with a team. 


PAY: $21 - 23 per hour 


Ice Castles is an awe-inspiring, must-see winter phenomenon that brings fairytales to life. The frozen attractions are located across North America. Ice Castles is built entirely by hand using hundreds of thousands of icicles hand-placed by professional ice artists. The castles include breathtaking LED-lit sculptures, frozen thrones, ice-carved tunnels, slides, and fountains.


remote work

  • Orem, Utah, United States thecheesecakefactory Full time

    Position Overview: Join Our Team at The Cheesecake Factory We are currently seeking dedicated individuals to support our kitchen operations. At The Cheesecake Factory, we pride ourselves on using the finest ingredients and providing exceptional service. As a vital member of our kitchen team, you will play a key role in ensuring that our culinary...


  • Orem, Utah, United States WKS Restaurant Group Full time

    Job Summary:The EPL Service Assistant is a key member of the WKS Restaurant Group team, responsible for maintaining the highest standards of sanitation and guest service in the dining room area. This role requires a strong attention to detail, excellent communication skills, and a commitment to providing exceptional customer experiences.Key...


  • Orem, Utah, United States ServerPlus LLC Full time

    Job DescriptionServerPlus LLC is seeking a highly skilled and motivated Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing top-notch technical support to our clients, ensuring their technical issues are resolved efficiently and effectively.Key Responsibilities:Provide technical support to...


  • Orem, Utah, United States Telos Full time

    Job Title: Youth Support SpecialistDescription: At Telos, we provide a nurturing environment for young individuals facing mental health difficulties. As a Youth Support Specialist, your role will be to motivate, guide, and oversee these individuals, assisting them in applying therapeutic strategies in their everyday lives.Key Responsibilities:Motivate and...


  • Orem, Utah, United States Telos Full time

    Position OverviewRole: Recovery Support Specialist at TelosTelos is a premier organization dedicated to delivering impactful clinical interventions and evidence-based therapies for individuals pursuing recovery from substance use challenges. Our objective is to provide clarity, healing, and guidance to our clients through a compassionate and supportive...


  • Orem, Utah, United States AA Staffing Solutions Full time

    Position OverviewWe are seeking a dedicated Administrative Support Specialist to join our team at AA Staffing Solutions. This role is essential in ensuring smooth operations within our office environment.Key ResponsibilitiesExperience: Proficiency in computer applications, numerical skills, and familiarity with an office atmosphere.Core Duties: Managing...


  • Orem, Utah, United States Squeeze Media Group Full time

    Client Support Specialist - Flexible Work Hours AvailableJoin our team at Squeeze Media Group in a role that offers a dynamic work environment in Orem, Utah. This position is ideal for individuals seeking entry-level opportunities with a competitive compensation structure.Compensation: Average earnings range from $14 to $18+ per hour, with a base pay of...


  • Orem, United States VASA Fitness Full time

    POSITION DESCRIPTION POSITION TITLE: Member Experience Specialist (MES) FLSA STATUS: Hourly COMPENSATION: Base rate of $11.40 per hour, plus $2 - $4 commission eligibility for memberships and personal training sales! Opening and closing shifts JOIN OUR TEAM   At VASA Fitness, we want to create an uplifting experience for everyone by offering inclusive,...


  • Orem, Utah, United States Kids on the Move Full time

    About Kids On The Move, Inc.: Kids On The Move, Inc. (KOTM) is a nonprofit organization dedicated to fostering the growth of young children and their families. Our mission is to empower families, one child at a time, through various essential programs including Early Intervention, Early Head Start, Child Care, Respite Care, and our Autism Center. Position...


  • Orem, Utah, United States thecheesecakefactory Full time

    Join Our Team as a Pastry Finisher and Coffee SpecialistThe Cheesecake Factory is excited to announce new opportunities for dedicated individuals to join our team. We offer both full-time and part-time positions with flexible scheduling options to accommodate your lifestyle.Benefits Include:- Affordable medical coverage starting at just $5 per pay period,...


  • Orem, Utah, United States Alpine School District Full time

    Position Type: CLASSIFIED - School Based Support Staff/Classified Support Staff-Elementary Location: Alpine School District Title I Support Specialist - Elementary Non-contract, no benefits Hours a day: 5.75 Hourly rate: $18.19 Contact Information:Name: Noemi Jones Job Overview: The role of the Title I Support Specialist is to provide essential assistance...

  • Culinary Specialist

    1 week ago


    Orem, Utah, United States Woodbury Full time

    Join our esteemed team as a CULINARY SPECIALIST at a leading hospitality establishment. This full-time position requires availability on weekends and holidays. Prior experience in a culinary role is essential. Compensation is hourly plus tips. Your primary responsibility will be to create dishes that impress guests through exceptional taste, presentation,...


  • Orem, UT, United States VASA Fitness Full time

    Job DescriptionPOSITION DESCRIPTIONPOSITION TITLE: Member Experience Specialist (MES)FLSA STATUS:      HourlyCOMPENSATION: Base rate of $11.40 per hour, plus $2 - $4 commission eligibility for memberships and personal training sales! JOIN OUR TEAM At VASA Fitness, we want to create an uplifting experience for everyone by offering inclusive, accessible,...


  • Orem, Utah, United States Western Heating and Air Conditioning Full time

    We are seeking a dedicated service-oriented representative to enhance our customer experience. The Customer Service Representative (CSR) will serve as a vital link, delivering product and service information while efficiently resolving any issues that may arise with our customer accounts. The ideal candidate is genuinely enthusiastic about assisting...


  • Orem, Utah, United States Eide Bailly Full time

    About UsEide Bailly stands as one of the leading CPA and business advisory firms in the United States. With over 40 locations across 15 states in the Midwest and western regions, we provide our team and Partners the chance to engage with a diverse range of industries. Established in 1917, our culture is the cornerstone of our identity, and we take pride in...


  • Orem, United States ION Solar Full time

    Job Details UT Corp - Orem, UT Full Time $14.00 - $17.00 HourlyDescription ION Solar is a rapidly expanding, full-service residential solar company with a strong nationwide presence. Our dedicated team is committed to making solar energy accessible and affordable for homeowners across the country. We are searching for a motivated and professional individual...


  • Orem, United States ION Solar Full time

    Job Details Job Location:    UT Corp - Orem, UT Position Type:    Full Time Salary Range:    $14.00 - $17.00 Hourly DescriptionION Solar is a rapidly expanding, full-service residential...


  • Orem, United States Ice Castles LLC Full time

    Job DescriptionJob DescriptionSalary: Starting at $26At Ice Castles, we create an uplifting, magical experience for every guest. We depend on our positive, guest-oriented Marketing & Engagement team to ensure that every interaction with our guests makes a positive impact. We are looking to grow our team and need a friendly and motivated individual who...


  • Orem, Utah, United States The Cheesecake Factory Full time

    Position Overview: Join the dynamic team at The Cheesecake Factory, where culinary excellence meets exceptional service. We are looking for dedicated individuals to take on the role of Culinary Preparation Specialist.Why You Should Consider This Opportunity: - Competitive earning potential - Flexible full-time and part-time scheduling - Comprehensive...


  • Orem, Utah, United States Classic Fun Center Full time

    Position Overview We are seeking dedicated and enthusiastic individuals to become part of the Classic Fun Center team. We understand that exceptional team members are the cornerstone of our success. Our patrons deserve outstanding service and memorable experiences. Key Responsibilities: Maintain a safe environment for all visitors across various...