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Customer Service Operations Specialist

2 months ago

Rochester, New York, United States ROCHESTER CONVENTION CENTER MANAGEMENT CORP Full time
Job Overview

Company: ROCHESTER CONVENTION CENTER MANAGEMENT CORP

Department: Operations

Position: Guest Services (Control Office)

Position Summary:

The Guest Services team is integral to the daily management of the control office, focusing on effective communication with both staff and visitors. This role involves monitoring automated systems within the facility and ensuring adherence to established policies and procedures as directed by management. The position reports directly to the Event Coordinator.

Key Responsibilities:
  1. Maintain a professional appearance in uniform and nametag while on duty.
  2. Handle and direct various incoming and internal phone inquiries following the established greeting protocols.
  3. Manage the distribution and documentation of portable radios, keys, and first aid supplies.
  4. Oversee the daily opening and closing procedures of the facility, including lighting, doors, and skyway systems.
  5. Supervise and coordinate part-time event staff or emergency medical personnel on duty.
  6. Monitor closed-circuit television systems, documenting and reporting any irregularities.
  7. Possess a working knowledge of building automation systems, including HVAC, fire safety, and security, and promptly report any disruptions.
  8. Follow established emergency protocols for various situations, including fire, medical emergencies, and security threats.
  9. Maintain daily logs and reports concerning lost items, property damage, theft, and staff incidents.
  10. Be flexible with scheduling to accommodate off-shift availability as needed.
  11. Work both indoors and outdoors, with the potential for exposure to adverse weather conditions and emergency situations.
  12. Perform additional tasks as assigned by management.
Additional Duties:
  1. Guest Services personnel should be well-versed in all administrative protocols set by the Center.
  2. Possess comprehensive knowledge of the Center's automated systems, including HVAC, fire safety, security, CCTV, alarms, and evacuation procedures.
  3. Be prepared to engage with department heads and collaborate with security and safety programs, maintaining a responsible public image.
  4. Exhibit a courteous and professional demeanor at all times.
Qualifications:
  • High School diploma or equivalent required.
  • Strong verbal and written communication skills.
  • Experience in public interactions under both normal and emergency conditions.
  • Minimum of two years' experience in customer service roles.
  • Ability to work independently and effectively.