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Guest Experience Coordinator

4 months ago

Orlando, United States Orlando Informer Full time
Job DescriptionJob Description

Orlando Informer is offering the opportunity to be part of a team of smart, creative people who are bringing unique experiences and lifetime memories to families across the world. If you are a customer-service professional with great empathy and organizational and communication skills, you can put your expertise and talents to work to help others.

Orlando Informer is a theme-park vacation-planning company founded in 2011. Every year, we help millions of people plan a better vacation to Orlando’s biggest tourist destinations. Since 2015, our private events (Orlando Informer Meetups) have provided thousands of guests with the opportunity to experience after-hours access and unique opportunities at their favorite parks. Orlando Informer is also an authorized retailer of theme-park tickets.

We’re looking for a guest-service champion. You should be able to preemptively foresee and resolve guest-service concerns before they occur, pitch and execute ideas to surprise and delight our guests, and resolve customer concerns as they arise. This role will require you to be empathetic to each guest, detailed oriented, and efficient. You should be incredibly comfortable with written and verbal communication.

Orlando Informer is a small, nimble, and remote-first company, so may have the opportunity to experience many areas of our business. With this in mind, here are some of the major responsibilities of this role:

  • Answer questions, provide guest service, and resolve concerns for our Orlando Informer Meetups and theme-park admission products across all channels – telephone, live chat, text, email, Instagram, Facebook, and Twitter
  • Assist in planning and executing surprise-and-delight opportunities
  • Suggest improvements to both internal and external self-service documentation and processes
  • Work to further our goal of providing personalized communication and experiences to each of our guests
  • Moderate and engage via social-media channels to reinforce our brand and provide immense value to readers
  • Other duties as assigned

Requirements

  • This is a remote position, but Florida residency is required.
  • 2 days of availability required - Saturday and Sunday. Our normal hours of operation are 9 am - 6 pm. Some Fridays and some nights (approximately 15-20 per year) may be occasionally required based on business demands. Temporary weekday availability will be required for training.
  • A high school diploma or GED is required. A degree or enrollment in a college/university earning a degree in hospitality, English, marketing, or communications is preferred.
  • Two or more years of direct guest-service experience. Experience at a brand nationally known for its customer service is preferred.
  • A deep understanding of and passion for Central Florida theme parks is required.

Benefits

Compensation: $18.50-$21.00/hour

In addition to competitive compensation, Orlando Informer also offers:

  • Paid vacation time
  • Company-matched 401(k) plan
  • Orlando theme-park access
  • Remote work flexibility