Bilingual Guest Loyalty Membership Agent

Unleashed Brands•Bedford, TX

15d

About The Position

Our Bilingual Guest Loyalty Membership Support Agents are call center agents/specialists, responsible for promoting fun! In this position you will work with our guests to plan events at Urban Air for birthday parties, church events, sports groups, or any other type of group. The ideal candidate needs to have awesome phone and computer skills. You must be able to multi-task in a fast-pace environment and be passionate about delivering a great Guest experience. You will be a great fit for this position if: You love working in a fast-paced, dynamic Family Entertainment atmosphere. You have a passion for delivering a great Guest experience at every touchpoint. You have excellent verbal and written communication skills. You are a self-starter, eager to learn and develop your expertise. You respond to all leads in a timely fashion – same to next business day. You can deliver sales results and you love a good challenge! At Urban Air, we strive to create lasting memories through next level play and our team is essential to our success.

Requirements

Professionalism with Guest focus and high regard to providing the best Guest service
Excellent computer skills and ability to multi-task in a high paced work environment
Data entry skills with an emphasis on attention to detail
Excellent Verbal and Written communication
Strong people skills including being informative while listening
Minimum of two years call center experience emphasizing in collections and contractual agreements preferred
We are looking for Bilingual ( Spanish/ English )

Nice To Haves

Familiarity with Five9 and or Salesforce preferred

Responsibilities

Assist Guests with general questions and support surrounding the Membership program
Provide one call resolutions to quickly resolve inquiries
Answer incoming calls regarding cancellation requests, account changes, refunds and other requests based on company policy
Process outbound calls to existing Members regarding account updates as needed
Provide account options and solutions to deescalate Guests inquiries within business alignment
Document and process account changes within CRM
Meet productivity expectations while providing a high regard to Guest service
Manage requests that come in through inbound Phone Calls, Salesforce, Zendesk and the daily email inbox
Promptly respond to any and all emails/leads and strive to respond to all Guests in less than 24 hours
Check our voicemail box daily to respond to inquiries
Perform daily task efficiently with little to no direction
Be prompt and expedite all daily objectives
Be a team player and helping each other Guests
Assist Guests with general questions about their account
Hold Guests accountable to the contract terms of their membership agreement
Work with Park Leadership and Operations Managers to troubleshoot Guest requests that require additional assistance
Process refunds, cancellations and other requests as based on company policy