Guest Services Representative

Guest Service Representative

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.

Essential Functions & 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

Travel

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.

This job description is not designed to cover or contain a comprehensive listing of the employee's activities, duties, or responsibilities for this job. Duties, obligations, and activities may change at any time with or without notice.

Qualifications:

• 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

Core Values:

• Out ahead: We move with boldness and urgency, taking smart, calculated risks to push boundaries and lead the future of sports and entertainment. We play to win, driven by the relentless spirit of a challenger and the discipline of a champion.
• Oh sh*t! content and experiences: Excellence is our baseline. Whether we're creating content, delivering unforgettable moments, or enabling them from behind the scenes, we bring passion, energy, and precision to everything we do. Everyone contributes to the impacton our fans, our businesses, and each other.
• One unstoppable team: We're one teamdriven by purpose, not divided by silos or egos. Collaboration is our competitive edge: we share openly, support consistently, and win and lose together to amplify our impact and strengthen our culture.
• Open minded: We lead with curiosityalways open to learning from one another and valuing different voices and ideas. Embracing a range of experiences and perspectives allows bold ideas to flow more freely, and that's when great work happens.
• Own the outcome: We own our actions and outcomesfollowing through, holding ourselves to a high standard, and earning trust through consistency and delivery. We play it straightwe do what's right, even when no one's watching, because integrity wins every time

Compensation:

Competitive salary, commensurate with experience, and a generous benefits package that includes: medical, dental, vision, life and disability insurance, paid time off, and 401k plan.

On Location is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or genetic information.