Guest Experience Coordinator – Live Events & Onsite Support

Madison Square Garden Entertainment Corp.; New York, Northern (NY, KY); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Madison Square Garden Entertainment Corp. in New York City seeks a Coordinator for the Guest Engagement Center to deliver first-class service for MSG venues, handling calls, emails, chats, and on-site interactions during more than 100 events annually.

The role requires strong verbal and written communication, ability to resolve conflicts in high-volume environments, proficiency with Salesforce, Word, Excel, PowerPoint and Ticketmaster, and willingness to travel as needed.

Qualifications

• Excellent verbal communication and writing skills along with strong customer relations experience.
• Must have problem solving/conflict resolution skills. Must be able to handle heavy volume of customer communication (telephone, emails, letters, faxes).
• Excellent computer skills (SalesForce, Word, Excel, Power Point and Ticketmaster).

Responsibilities

• Handling calls, responding to customer written communications, managing issues, and providing on-site presence at events.
• Fulfills anywhere from 3,000-10,000 make-good tickets for issues that require re-ticketing each year.
• Assists in creating unique methods of resolving customer concerns by working with divisions and generates responses in writing or orally.
• Processes and coordinates orders for patrons needing accessible accommodation for all Madison Square Garden Venues.
• Handles ADA ticket inventory with box office for all properties
• Works with every area of the company on a daily basis, particularly entertainment, facilities and teams.
• Assists in compiling the Guest Relations summaries for all venues including data and analysis from all calls, emails, chats, voice of the customer reviews and letters received that is used by senior management to understand the customer experience and identify recurring issues.
• Assists with managing the Guest Relations area of the website, particularly the FAQ section, which has greatly diminished routine inquiries from the public and provides much better immediate service.
• Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.
• Interacts with guests at more than 100 events (including approximately 25 cancelled events) to address concerns and ensure a positive overall experience.

Skills

Customer service

Communication

Salesforce

Ticketmaster

MS Office

Tools

Salesforce

Word

Excel

PowerPoint

Ticketmaster

Job description

Madison Square Garden Entertainment Corp. in New York City seeks a Coordinator for the Guest Engagement Center to deliver first-class service for MSG venues, handling calls, emails, chats, and on-site interactions during more than 100 events annually.

The role requires strong verbal and written communication, ability to resolve conflicts in high-volume environments, proficiency with Salesforce, Word, Excel, PowerPoint and Ticketmaster, and willingness to travel as needed.