Guest Services Representative

TKO•Raleigh, NC

20d

About The Position

Our Guest Service Representatives' primary responsibility is to assist guests with exceptional customer services before, during and after all events related to sports, music and lifestyle. This position will handle incoming phone calls and emails in a professional, efficient, friendly manner. Key characteristics for success include strong organizational, and written and verbal communication skills. This individual must also possess the ability to manage multiple tasks and projects at the one time. This person should demonstrate a desire to learn and grow and offer ideas and suggestions to streamline event processes.

Requirements

High school diploma or equivalent
Experience in a customer service position (minimum of 2+ years) preferably in event and/or travel and hospitality industry
Exceptional interpersonal skills - a collaborative style and ability to communicate effectively at all levels with strong oral, written, and presentation skills
Passion for helping others and a strong ability to express empathy, remain calm, cool, and collected with demanding customers at all times
Attention to detail and accurate data entry and typing skills
Ability to multi-task within a high-pressure environment
A proven record of accomplishment of strong personal effectiveness in which imaginative and distinctive service have been demonstrated
Continually strive for self-development and discovering better means of accomplishing both personal and professional goals
Flexibility with weekend shifts and extended work during holidays and seasonal busy periods

Responsibilities

Field customer inquiries, concerns, and requests in a professional and timely manner via various forms of communication including phone calls (25+ daily), email and live chat
Sell tickets and travel packages for select events
Provide exceptional customer service and professionalism when interacting with vendors, guests, partners, clients, and peers
Work with guests, as needed, to identify specific needs and expectations; special/custom product fulfillments
Ability to de-escalate and deal with complaints/negative feedback
Maintain continuous knowledge of events and partnerships to recognize product, market, and service-related trends in the industry
Understand and achieve profitability goals as it relates to product fulfillment and event packages
Investigate and resolve specific issues related to clientele; identify and escalate priority issues; and route calls/issues to the appropriate resources
Other general administrative duties (e.g., order processing, data entry, etc.) as assigned
Must be adaptable with work and travel schedule, and be available to travel for work, which may include extended work hours during nights, weekends, and holidays. This position will require less than 10% travel.