![Ice Castles LLC](https://media.trabajo.org/img/noimg.jpg)
Guest Support Specialist
4 weeks ago
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
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