Customer Service Representative

1 week ago

Santa Cruz, California, United States Santa Cruz Seaside Full time

JOB SUMMARY:
Deliver exceptional Guest Service to all visitors.

Welcome and assist Guests and Employees, while performing various administrative, cash handling, and customer support tasks.

Act as the primary point of contact for the office operations.

UNIQUE JOB REQUIREMENTS:
This is a distinctive chance to be part of the esteemed Guest Service Team.

Must ensure remarkable Guest Service by recognizing and greeting all Guests, embodying the core Guest Service Principles.

Be Present, consistently attend work as scheduled and stay focused and ready to assist. Create Memorable Experiences, by finding unique ways to connect with each Guest. Maintain a Positive Attitude, by arriving with a friendly and upbeat demeanor. Enjoy the Work Environment, by being enthusiastic and taking pleasure in interactions with Guests and colleagues.


Work in a dynamic office that manages a range of customer, employee, and vendor services, alongside cash handling and administrative responsibilities.

Availability for flexible hours, including evenings, weekends, and holidays is essential. Shifts may occur within operational hours of 8:00 a.m. to 12:00 a.m., seven days a week, with schedules varying by season. Excellent written and verbal communication skills are required. Must stay informed about local attractions and provide clear directions. Ability to maintain focus amidst frequent interruptions and high guest interaction is crucial. Confidentiality regarding all guest and employee interactions must be upheld. Compliance with the company's grooming and hygiene standards is necessary.

JOB TASKS (IN ORDER OF IMPORTANCE):

  • Welcome every Guest and Employee, responding to inquiries and delivering consistent, friendly, and helpful service.
  • Provide reliable and courteous assistance to callers, employees, and guests.
  • Manage point of sale operations, executing various cash, credit card, and ATM transactions while verifying currency authenticity.


  • Respond to informational phone inquiries.
  • Distribute employee paychecks, bus passes, and parking permits.
  • Issue keys, rent wheelchairs, assistive listening devices, and bike lockers to guests, and enroll employees for bike lockers.

    • Address challenging customer service scenarios.
    • Control and allocate employee complimentary wristbands.
    • Assist with ride wristband distribution for employees and guests.
    • Manage lost children situations and document lost and found items for potential return.
    • Oversee guest access and guide guests to the office for appointments.
    • Provide business cards to guests for inquiries or customer service needs.
    • Communicate discount coupons, promotions, and other important updates effectively.
    • Facilitate the sale of ride wristbands, My Boardwalk Play cards, and Season passes, processing phone and online orders.
    • Maintain, enter, and update records and files.
    • Notify supervisors of supply needs.
    • Assist in keeping the office, Lost & Found area, and kitchenette organized, clean, and safe.
    • Adhere to safety protocols and proper lifting techniques.
    • Inform vendors of customer arrivals and deliveries.
    • Receive training as a Season Pass/Group Sales Office Representative.
    • May be designated as a greeter for events at a designated entrance.
    • Perform additional duties as assigned.

RELATIONSHIPS INTERNAL:
Engage with all employees of the company and its concessionaires.

RELATIONSHIPS EXTERNAL:
Frequent guest interaction via phone and in-person.

TRAINING AND EXPERIENCE:
Must deliver outstanding Guest Service. Previous customer service and cash handling experience is advantageous.

KNOWLEDGE, SKILLS, AND ABILITIES:

  • Capability to provide consistent, friendly, and helpful service to all Guests and Employees.
  • Familiarity with general office practices: proficiency with computer systems, multiline phone operations, and filing.
  • Ability to communicate clearly, concisely, and accurately in a friendly, positive, and professional manner.
  • Knowledge of ticketing, all-day wristbands, season passes, and promotional offerings.
  • Ability to work independently and collaboratively within a team.
  • Capacity to quickly learn company policies and procedures.
  • Ability to manage multiple tasks concurrently.
  • Skill in handling difficult customer service situations.
  • Proficiency in both verbal and written communication.
  • Ability to maintain complete and accurate records.
  • Capacity to remember names, faces, dates, and numbers.
  • Ability to read, comprehend, and apply written and oral instructions and procedures.
  • Skill in safe operation and adherence to safety protocols.
  • Ability to engage with guests to provide answers and clear instructions.
  • Basic math skills including addition, subtraction, multiplication, and division.
  • Ability to learn cash handling procedures.

PHYSICAL REQUIREMENTS:

  • Able to work in a confined space and sit for extended periods.
  • Able to hear normal conversations on the phone and in person.
  • Able to see, read, and interpret documents.
  • Able to lift up to 35 pounds.
  • Manual dexterity is required.

TESTING POST OFFER OF HIRE:
Criminal background check and signed privacy and confidentiality notice.

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