Guest Experience Specialist

Continental Services•Auburn Hills, MI

1d•$20 - $21•Onsite

About The Position

The Guest Experience Agent handles customer inquiries via phone, email, chat, and in-person, providing accurate information on products, services, and policies. They resolve complaints, manage escalations, and ensure customer satisfaction. The agent follows up with customers, collaborates with other departments to improve service, and contributes feedback for process improvements. Performance is measured by response time, resolution rate, and customer satisfaction.

Requirements

Experience in Customer Service, Retail, Food & Beverage Industry or similar role
Problem Solving Skills
Familiarity with handling escalations or complaints.
Working with multiple operating systems
Strong verbal and written communication skills to clearly address customer concerns.
Ability to build rapport, show empathy, and maintain professionalism in all interactions.
Critical thinking skills to assess customer needs and provide effective solutions.
Familiarity with CRM systems (e.g. JIRA, Zendesk, HubSpot)
Computer skills – Microsoft Office, Smartsheet’s, Spreadsheets & Email Communications, Internet Navigating, Typing & Data Entry
Ability to manage multiple tasks or inquiries simultaneously while meeting deadlines.
Active listening and attention to detail

Responsibilities

Respond to customer inquiries via Helpdesk, phone, email, chat, or in-person.
Provide accurate information about products, services, policies, or procedures.
Handle complaints, resolve issues, or escalate problems to supervisors when necessary.
Maintain a positive, empathetic, and professional attitude toward customers always.
Identify and assess customer needs to achieve satisfaction.
Offer solutions and alternatives to address customer concerns promptly.
Follow up with customers to ensure resolution of issues.
Stay updated on company products, services, and promotions.
Work closely with other departments (e.g., sales, technical support) to resolve issues.
Share feedback and suggestions to improve processes and customer satisfaction.
Meet or exceed performance metrics such as response time, resolution rate, and customer satisfaction scores.
Demonstrates attributes of: Positive attitude and customer-centric mindset.
Maintaining a courteous, respectful tone and appearance during all interactions.
Patience, resilience, and ability to handle high-stress situations.
Commitment to continuous learning and improving service quality.
Explaining solutions or procedures in a straightforward, jargon-free manner.
Ensuring customers fully understand their options and next steps.
Shows commitment to customer satisfaction and accountability.
Demonstrating expertise about the company’s products, services, and policies, and proactively sharing relevant information.
Adjusting to different customer personalities and needs, as well as managing unexpected challenges effectively.