Customer Service Coordinator

1 week ago

Atlanta, Georgia, United States Georgia Aquarium Full time
Position Title: Call Center Lead, Guest Services

Department: Call Center

Classification: Part-Time/ Non-Exempt

Direct Report: Call Center Manager, Guest Services

Position Overview:

The Call Center Specialist is responsible for managing incoming communications from guests, addressing inquiries and resolving complaints. This role also involves supporting escalated calls and performing essential administrative tasks to enhance Call Center operations. The Specialist will play a key role in training and mentoring staff at various Call Center locations, ensuring adherence to high standards of service. Attention to detail, sound judgment, and effective communication skills are essential for success in this position.

Key Responsibilities:

  1. Participate in a Hybrid Work Schedule - Initial training conducted in-office for 2-3 weeks, followed by a mix of remote (70%-80%) and in-office (20-30%) work. Note: Remote work arrangements may change based on organizational needs.
  2. Handle phone calls and emails, addressing customer inquiries and complaints, and providing assistance with escalated calls.
  3. Identify opportunities for enhancing individual and departmental performance.
  4. Resolve customer service issues submitted via email.
  5. Support the Call Center in managing guest requests and dispute resolutions.
  6. Assist management in developing and implementing training programs.
  7. Recognize customer needs and ensure complete resolution of concerns.
  8. Contribute to administrative tasks within the department.
  9. Perform additional duties as required by workload.
Qualifications:
  1. Experience in guest services, hospitality, or a related field is preferred.
  2. Ability to demonstrate meticulous attention to detail and anticipate guest needs, ensuring exceptional service during all interactions.
  3. Familiarity with training and evaluation processes is advantageous.
  4. Effective written communication skills, with a focus on professionalism and customer service.
  5. Ability to foster positive working relationships with colleagues.
  6. Knowledge of wildlife conservation and environmental issues is a plus.
  7. Understanding of Guest Service Policies and Procedures.
  8. A High School Diploma is required.
  9. Must meet all employment screening requirements.
  10. Availability to work part-time hours, including weekends, holidays, and evenings as needed.
  11. Commitment to attend all required training sessions.
  12. Proficiency in Microsoft Office applications.
  13. Hybrid Work Requirements: Access to high-speed internet is necessary; equipment such as a laptop, phone headset, and office supplies will be provided.
Physical Requirements & Work Environment:

The physical demands and work environment described are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made for individuals with disabilities. While performing the duties of this position, the employee may occasionally stand, walk, sit, use hands to handle objects, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch, or crawl; talk or hear; taste or smell. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required include close vision, distance vision, color and peripheral vision, depth perception, and the ability to adjust focus. The employee may be exposed to varying weather conditions. The noise level in the work environment is typically moderate.

Commitment:

I am dedicated to the mission of Georgia Aquarium, Inc., which is to inspire awareness and preservation of our oceans and aquatic animals globally.

Vision: To be recognized as the Premier Aquarium in the World for Science, Entertainment, Education, and Conservation.

Values: Respect, Teamwork, Integrity, Innovation, Leadership, Excellence, Appreciation & Inclusion.

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