Guest Experience Ambassador - Call Center (Hybrid)

Level99 Entertainment • Boston, MA

1d • $18 - $21 • Hybrid

About The Position

The Guest Experience Ambassador position is an integral part of the Level99 team working closely with the Guest Experience Manager. This position works alongside all departments including Events, Restaurant, Entertainment & Tech/Engineering to uphold and maintain our high standards of customer service and hospitality standards. The Level99 Guest Experience Ambassador demonstrates a joyful and positive approach to challenging situations and working with others. A successful Guest Experience Ambassador will display honesty and personal integrity that is above reproach, choosing humility over the need to “be right,†and in all things acts with organizational pride as though they are the Owner and Operator of their venue. In their first few weeks, Guest Experience Ambassadors will receive ample training on the business, operations, and everything Level99. They will learn how to answer calls, respond to inquiries, and log conversations into our ticketing system with the support of Team Leads and Managers. Eventually, Ambassadors will gain the skills and confidence to autonomously manage inquiries while working in-office and remote.

Requirements

• Previous experience in customer service, events, or other related fields
• Ability to build rapport with guests
• Ability to prioritize and multitask
• Positive and professional demeanor
• Excellent written and verbal communication skills
• Proactive problem solver with a passion for optimizing the Level99 Guest Experience
• Able to work with all management teams to ensure optimal communication
• Ability to work well in a fast-paced, high-volume, and ever-changing work environment
• A positive, joyful, upbeat, and energetic attitude – leading by example
• Ability to work a flexible schedule due to the nature of the position and the operational hours of the company
• Schedule may include days, nights, weekends, and holidays

Nice To Haves

• 1+ years of experience in a Customer Support or Client Services role
• Embraces new technology and its implementation into our operation, with specific knowledge in, but not limited to, Microsoft Office, Tripleseat, Toast POS, G Suite, or similar

Responsibilities

• Respond promptly and professionally to guest inquiries through phone, email, and live chat, making sure to provide accurate information and solutions that meet their needs
• Create positive connections with guests by actively listening, showing empathy, and genuinely caring about their concerns
• Investigate and resolve guest issues, taking ownership and following through to ensure a satisfactory resolution. If needed, escalate complex cases to the appropriate team members or supervisors
• Become an expert on Level99’s offerings, staying up-to-date on new challenges, events, and daily operations and using that knowledge to address guest questions and provide recommendations
• Maintain accurate records of guest interactions, including inquiries, complaints, and resolutions, ensuring guest profiles and databases are up-to-date
• Work closely with management to share guest feedback
• Continuously identify areas for improving Guest experience processes, suggesting solutions to enhance the overall guest experience
• Maintain a positive, upbeat, pro-active attitude and inspire the same in co-workers
• Other duties, as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed