Customer Engagement Specialist

1 week ago


Miami, United States The Heat Group Full time

Join Our Team as a Guest Experience Representative

The Miami HEAT and Kaseya Center are seeking dedicated individuals to enhance the guest experience by acting as a bridge between our valued guests and The Heat Group. Our aim is to deliver exceptional service across various operational areas including Ticketing, Catering, Housekeeping, Finance, and general Arena Operations.

Key Responsibilities:

  • Welcome and guide guests throughout the facility, ensuring a positive experience.
  • Address customer inquiries, safety concerns, and complaints promptly and effectively.
  • Record guest feedback, complaints, and suggestions at each Guest Services Booth.
  • Continuously seek opportunities to enhance customer service and overall guest satisfaction.
  • Assist guests with mobile ticketing issues and inquiries outside the Box Office.
  • Help manage crowd flow at entrances, particularly outside the West Plaza Ramp.
  • Provide support at Guest Services booths by answering questions and resolving issues.
  • Facilitate check-in for bags, cameras, strollers, and other restricted items.
  • Assist guests needing relocation to ADA platforms or other seating due to maintenance or closures.
  • Support the effective management of the organization's designated driver program.
  • Collaborate with Season Ticket Services during events to foster positive relationships with Season Ticket Holders.
  • Respond swiftly to requests from guests and team members, ensuring satisfaction through follow-up.
  • Maintain a thorough understanding of the facility, current events, and the surrounding area.

Availability: Must be willing to work evenings and weekends, including late hours.

Qualifications: Previous experience in guest services is preferred. Strong communication skills are essential. Bilingual proficiency in English and Spanish is advantageous.

Employee Benefits:

  • Competitive compensation packages.
  • Overtime pay on company-observed holidays.
  • Comprehensive training programs.
  • Complimentary parking.
  • Discounted meals for employees.
  • 30% discount at the Miami HEAT Retail Store.
  • Eligibility for the monthly MVP Recognition Program, which includes game tickets, in-game recognition, and more.
  • Participation in Arena Talent Experience & Department Raffles.
  • End-of-season performance bonus opportunities, subject to meeting criteria.

We are committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, gender identity, age, disability, marital status, sexual orientation, pregnancy, genetic information, national origin, citizenship status, veteran status, or any other legally protected status.



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