Concierge Specialist

John Gore Organization•New York, NY

24d•Onsite

About The Position

The Broadway.com Concierge Specialist delivers exceptional service to Broadway.com customers across the globe. This front-line position serves as ambassador and advocate for first-time Broadway visitors and seasoned patrons alike, offering knowledgeable recommendations for show and seat selections in addition to pre- and post-show guidance, including hotel, restaurant, transportation and sightseeing recommendations. The ideal candidate is passionate about customer service, detail-oriented, and thrives in a fast-paced, performance-driven environment where guest satisfaction is the top priority.

Requirements

1–3 years of experience in customer service, hospitality, or entertainment industries.
Strong verbal and written communication skills.
Excellent attention to detail with proven problem-solving abilities.
Proficiency in CRM systems (e.g., Salesforce) and ticketing platforms preferred.
A positive, team-oriented attitude and an ability to remain calm and resourceful under pressure.
Passion for live entertainment and delivering memorable guest experience.

Nice To Haves

Proficiency in CRM systems (e.g., Salesforce) and ticketing platforms

Responsibilities

Serve as the primary contact for new sales and post-purchase assistance, providing friendly, knowledgeable, and efficient assistance via phone and email.
Assist with expert recommendations on show content, theater layouts and seating, as well as restaurant, hotel, transportation and tourism tips.
Deliver proactive communication and personalized support for extenuating circumstances such as last-minute star absences, performance schedule changes, partial-view designations and more.
Identify and escalate trends, guest feedback, or system issues to help improve processes and service quality.
Participate in weekly team meetings, seminars and training events as scheduled
Special Projects as determined by the Guest Services Senior Supervisor or Supervisors