Guest Communications Specialist - Experience & Recovery

Niceboard; Los Angeles (CA); In loco; USD 36.000 - 40.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical insurance

Dental insurance

Vision insurance

401(k)

Paid leave

Tuition reimbursement

Employee discounts

Descrizione del lavoro

NBCUniversal in Los Angeles is seeking a Guest Communications Coordinator to respond to guest inquiries via emails, social media platforms and phone calls, upholding timely, professional service.

You will escalate issues, coordinate with Operations, Retail, Risk Management, Legal, Finance, VIP, Accessibility Services and other digital platforms, and maintain accurate case records in Salesforce for a seamless guest experience.

Competenze

• High School diploma or GED required.
• At least 2 years of Guest Services experience required; or combination of both education and customer service experience.
• Must be available to work on weekends, holidays and nights.
• Must be able to type 50-60 WPM.
• Impeccable written and verbal communication skills.
• Minimum one-year experience in professional writing and/or correspondence.

Mansioni

• Accept escalations from the Guest Contact Center regarding in-park experiences and online order issues/concerns, directing guests with non-theme park related issues to proper NBC Universal areas.
• Investigate guest concerns from start to finish by partnering with operational departments, leadership teams, and support functions across the business.
• Input, review, and maintain accurate guest information and case documentation within the Guest Comment Database (Salesforce) and other applicable systems.
• Coordinate with departments including Operations, Retail, Risk Management, Legal, Finance, VIP, Accessibility Services, social media and other digital platforms, as needed.
• Determine and administer appropriate guest recovery within established guidelines.
• Provide top-level customer service internally and externally while maintaining professionalism and confidentiality.
• Maintain a strong understanding of current Park operations, policies, promotions, accessibility offerings, ticketing systems, and guest experience initiatives.
• Performs other duties as assigned.

Conoscenze

Typing 50-60 WPM

Written communication

Verbal communication

Customer service experience

Professional writing

Formazione

High School diploma or GED

Associate or bachelor’s degree in Communications preferred

Strumenti

Salesforce CRM

Microsoft Office

Descrizione del lavoro

NBCUniversal in Los Angeles is seeking a Guest Communications Coordinator to respond to guest inquiries via emails, social media platforms and phone calls, upholding timely, professional service.

You will escalate issues, coordinate with Operations, Retail, Risk Management, Legal, Finance, VIP, Accessibility Services and other digital platforms, and maintain accurate case records in Salesforce for a seamless guest experience.