Guest Experience Representative

Oklahoma City Thunder•Oklahoma City, OK

3d•Onsite

About The Position

The Oklahoma City Thunder is seeking friendly and engaging individuals to help enhance the fan experience at our home games! As a Guest Experience Representative, you will ensure our fans are taken care of with the utmost care and attention from arrival to departure. Your responsibilities will include building a welcoming environment as the first impression for all who visit the arena and ensuring all fans have a fun experience while cheering on our Thunder basketball team.

Requirements

Minimum age requirement: 18 years
Outstanding leadership skills and ability to be a proactive problem-solver
Self-motivated with the ability to work independently or collaboratively with teammates while maintaining a positive attitude
Ability to handle tough situations in a fan-centric manner
Strong skills in multi-tasking and organizing, with attention to detail
Polished communication skills, comfortable speaking with people from all demographics in public settings
Strong listening skills including the ability to empathize with our fans and people in our community

Nice To Haves

Retail or customer service experience is preferred
Bi-lingual in English and Spanish is preferred

Responsibilities

Ability to work 90% of all home games, department events, as well as potential home playoff games
Support the Guest Relations department by working at our Fan Information Booths, addressing fan needs and concerns, responding to fans inquiries, and providing solutions for fan issues
Deliver customer service to fans and front-line staff by providing applicable event information (directions, policies and procedures, activation information, theme night information, etc.)
Proactively engage with fans to address their inquiries and escort them to seat locations, attractions, and amenities within the arena
Serve as a knowledgeable guide at the Paycom Center, equipped to answer questions regarding arena policies and procedures, premium spaces, fan activation, and wayfinding
Assist fans with mobile ticketing questions, as well as provide education about the Thunder Mobile App and Thunder Rewards
Assist fans with their departure at the end of each game, offering helpful information and a fond farewell as they exit the arena
Work closely with arena staff, Thunder staff, and third-party vendors to resolve issues
Help with the setup and breakdown of the Fan Information Booth
Organize promotional materials and resolution items
Develop a solid understanding of the “CLICK! With Your Guests” training program that revolves around the organization’s key service values of Communicate Courteously, Listen to Learn, Initiate Immediately, Create Connections, and Know Your Stuff
Perform other duties as assigned