Guest Services Coordinator

4 weeks ago

Raleigh, North Carolina, United States On Location Full time
About the Role

We are seeking a highly skilled and experienced Guest Services Representative to join our team at On Location. As a key member of our operations team, you will be responsible for providing exceptional customer service and support to our clients and guests.

Key Responsibilities
  • Sell Event Packages: Sell tickets and travel packages for major sporting events, such as the Super Bowl, the NCAA Final Four, the Rose Bowl, the UFC, the Daytona 500, and the Ryder Cup.
  • Answer Client Calls: Answer phone calls (25+ daily) from clients in a professional, efficient, and friendly manner.
  • Provide Exceptional Customer Service: Provide exceptional customer service and professionalism when interacting with vendors, guests, partners, clients, and peers.
  • Respond to Client Communication: Respond to various forms of communication from clients, including email and live chat.
  • Work Flexible Hours: Be able to work some weekends, and be able to work extended hours during seasonal busy periods.
  • Identify Client Needs: Work with clients, as needed, to identify specific needs and expectations; special/custom product fulfillments.
  • Stay Up-to-Date on Industry Trends:
  • Understand Profitability Goals: Understand and achieve profitability goals as it relates to product fulfillment and event packages.
  • Investigate and Resolve Issues: Investigate and resolve specific issues related to clientele; identify and escalate priority issues; and route calls/issues to the appropriate resource.
Administrative Responsibilities
  • General Administrative Duties: Perform other general administrative duties (e.g., order processing, data entry, etc.) as assigned.
Travel Requirements
  • Adaptability: Must be adaptable with work and travel schedule and be available to travel for work during holidays. This position may require up to 25% travel.
Qualifications
  • Education: G.E.D. or high school diploma.
  • Experience: Experience in a customer service position (minimum of 2+ years) preferably in sports and/or travel and hospitality industry.
  • Skills: Strong organizational, telephone etiquette, and customer service skills. Attention to detail and accurate data entry and typing skills. Exceptional interpersonal skills - a collaborative style and ability to communicate effectively at all levels with strong oral, written, and presentation skills. Ability to multi-task within a high-pressure environment.
  • Personal Qualities: A proven record of accomplishment of strong personal effectiveness in which imaginative and distinctive service have been demonstrated. Continually strive for self-development and discovering better means of accomplishing both personal and professional goals.

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