Guest Communications Representative (Part-Time)
About The Position
Guest Communications Representatives (GCRs) provide world class experiences to guests and fans by delivering timely and accurate information for their visit to Chase Center. In this role, you will respond to various forms of inbound communication (e.g., phone, online chat, emails, surveys, etc.) for Chase Center, Thrive City, Golden State Warriors & the Golden State Valkyriess. This role is also responsible for supporting event service recovery for guests who have had a negative experience with us. This position reports to the Director, Guest Experiences Operations This is an excellent opportunity to share your expertise while learning more about this growing sports and entertainment organization that values your initiative and dedication! This is a part-time position based onsite in San Francisco, CA.
Requirements
- Minimum 1 year of customer service experience
- Knowledge of San Francisco, Mission Bay and Bay Area preferred
- Familiarity with Chase Center, Thrive City, Golden State Valkyries and Golden State Warriors preferred
- Proficiency in Microsoft Office Suite; familiarity with Smartsheet, Dropbox, and Google Suite a plus
- Ability to build positive working relationships with team members at all levels within the organization
- Outstanding phone and business etiquette; excellent written and verbal communication, service and resolution skills
- Ability to balance multiple projects at once in a fast-paced work environment
- Passion for serving others
- Ability to lift/carry/push/pull up to 30 lbs.
- Ability to stand/walk for long periods of time
- Ability to maintain a flexible schedule as some evening and weekend work is required
- Work at majority of regular season home games (September - April) with the possibility of post season games (April - June)
- Work a majority of concerts and events held at Chase Center (year-round)
- Ability to work game night shifts from 4:30pm - 11:00pm and concerts shift that are approximately 5+ hours in length
- Work schedules will vary from week to week depending on scheduled events and needs of the department
Responsibilities
- Monitor and respond to main phone line and other communications platforms regarding Chase Center, Thrive City, Golden State Valkyries and Golden State Warriors events and provide accurate and timely information during business hours and events
- Provide information to guests and fans via email, survey response and chat bot platform
- Manage and deliver surprise and delight moments for guest visits to Chase Center
- Efficiently submit guest feedback and concerns digitally to partner departments for timely follow-up and resolution
- Support distribution and/or shipping of materials to guests and fans
- Lead and support guest recovery cases to provide immediate resolution to guest concerns, involving leadership, security and legal personnel when appropriate
- Handle highly confidential information as it relates to guest recovery cases and events
- Provide recommended changes to guest facing information to provide clarity
- Other duties as assigned
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
No Education Listed
