Customer Engagement Specialist

Job Description

Job Description

As the Customer Engagement Specialist at Just Jump Trampoline Parks and Just Play Adventure Playground, you will be the key point of contact for ensuring our customers have a safe, enjoyable, and memorable experience at our facilities. Your responsibilities will include:

1. Customer Interaction:

• Promptly respond to all inquiries, including phone calls, emails, direct messages on social media platforms, comments, and reviews, ensuring timely and courteous customer engagement.
• Provide detailed information about our trampoline parks and adventure playground offerings, including pricing, availability for booking sessions and events, and other relevant park information.

1. Booking and Reservation Management:

• Assist customers with booking parties, group events, and individual admissions.
• Ensure accuracy and completeness of reservations, addressing any special requests or requirements.
• Provide personalized recommendations and options to enhance their experience, such as suggesting food and beverage packages and additional amenities, tailored to their event needs.

1. Social Media and Marketing Support:

• Collaborate with the Marketing and Communications Manager to create engaging content for social media platforms such as Facebook, Instagram, and TikTok, aimed at driving customer engagement.
• Implement content strategies under the guidance and oversight of the Marketing and Communications Manager.
• Monitor social media trends and feedback

1. Issue Resolution and Customer Support:

• Handle customer inquiries, concerns, and complaints with a friendly and efficient approach, ensuring swift resolution and customer satisfaction.
• Escalate complex issues to management, as necessary.

1. Documentation and Reporting:

• Maintain accurate records of customer interactions, including inquiries, feedback, and resolutions
• Generate regular reports on customer feedback trends for manager review.

Qualifications:

• Degree or coursework in Marketing, Business Administration, Hospitality, or a related field is preferred. Relevant experience and skills are equally valued.
• Exceptional organizational skills.
• Social media expertise in content creation and customer interaction.
• Effective problem-solving abilities and conflict resolution.
• Basic understanding of report generation skills.
• Excellent communication skills, both verbal and written.
• Ability to multitask and prioritize effectively.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint), Canva, and Google products (e.g. Google Docs, Sheets, Slides). Familiarity with CRM software is advantageous.