Customer Service Associate

2 weeks ago

Albany, New York, United States ASM Global Full time

Job Title: Customer Service Associate

Department: Operations

Reports To: Security Manager / Security Supervisor

FLSA Status: Hourly / Non-Exempt

Pay Rate: $15.00

Facility: ASM Global / MVP Arena

Location: Albany, NY

SUMMARY: Under the guidance of the Security Manager and Security Supervisors, this role is dedicated to delivering outstanding customer service. Responsibilities include ticket scanning, guiding guests to their designated areas, addressing inquiries, and providing information about facility features. This is a part-time, casual position based on event schedules.

ESSENTIAL DUTIES & RESPONSIBILITIES:

  • Deliver exceptional customer service while maintaining a polite and professional demeanor.
  • Exercise patience and restraint when interacting with challenging patrons.
  • Ensure orderly entry and exit of guests from the venue.
  • Scan tickets upon entry and verify that all guests possess valid tickets or credentials.
  • Guide guests to appropriate locations such as seating areas and restrooms.
  • Confirm that guests are situated in the correct areas corresponding to their tickets.
  • Listen attentively and respond to guest inquiries, comments, and suggestions, seeking assistance when necessary.
  • Report any issues to the Security Supervisor, including accidents or disruptive behaviors.
  • Remain vigilant and monitor the assigned area for spills or situations needing attention.
  • Adhere to emergency protocols when required.
  • Uphold the rules and regulations of the facility.
  • Other duties may be assigned as needed.

QUALIFICATIONS: To succeed in this role, candidates must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made for individuals with disabilities.

  • Must be at least 18 years of age.
  • High School Diploma or GED is required.
  • A minimum of six (6) months of prior customer service experience is preferred.

KNOWLEDGE, SKILLS & ABILITIES:

  • Strong customer service skills.
  • Personable and proactive in assisting all guests and staff.
  • Ability to follow oral and written instructions and communicate effectively.
  • Professional presentation, appearance, and work ethic are essential.
  • Fluency in English is required.
  • Able to read small text on tickets (both paper and electronic).
  • Willingness to work irregular hours, including nights, weekends, and holidays.
  • May be exposed to challenging conditions.

PHYSICAL DEMANDS: The physical demands outlined here represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made for individuals with disabilities.

  • Regularly required to move throughout the facility, including climbing stairs, walking, and standing for extended periods.
  • May encounter adverse weather conditions, loud noises, flashing lights, and dimly lit areas.

NOTE: The essential responsibilities of this position are described above and may change at any time due to reasonable accommodations or other reasons. This document does not imply that these are the only duties to be performed by the employee in this role.

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