Guest Experience Specialist

South Shore Plaza; Dallas (TX); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Generous product discounts

Free parking spaces

In-house training

Job summary

Läderach is hiring a Guest Experience Specialist in the Dallas area. The role focuses on delivering white-glove, concierge-level service primarily through email responses, with calls for time-sensitive issues when a live conversation better serves the customer.

The ideal candidate will craft thoughtful, polished replies, anticipate follow-up questions, own problems to resolution, and write with warmth and precision as a personal concierge rather than a ticket queue.

Qualifications

• Experience in customer service or hospitality required.
• Excellent written and verbal communication in a professional tone.
• Ability to solve problems and keep guests satisfied.
• Strong attention to detail and organizational skills.
• Take ownership of issues end-to-end and coordinate with other departments.

Responsibilities

• Respond to guest inquiries by email as the primary channel with clear, personalized replies.
• Handle inbound and outbound calls for time-sensitive or complex matters.
• Prioritize escalations with empathy and sound judgment, escalating when appropriate.
• Maintain fluent knowledge of our products, services, policies, and structures.

Skills

Customer service

Written communication

Verbal communication

Attention to detail

Problem solving

Ownership / accountability

Job description

High-quality fresh chocolate - that's what the Swiss chocolate manufacturer Läderach stands for. Founded in 1962, the family business now employs over 2500 people from more than 80 countries across the group, and the trend is rising. The company's headquarters are located in the canton of Glarus. Here, against a picturesque Alpine backdrop, we pro-duce our fresh chocolates and are constantly developing new, innovative ideas in agile teams.

Our Corporate Functions business unit encompasses a wide range of activities. Alongside our Finance and IT Services, Global Marketing and Sales Management as well as Human Resources are also located here. Fresh ideas are developed here every day, and together we turn them into success stories. Personal responsibility and networked work are particularly important to us.

About the role

We are hiring a Guest Experience Specialist who takes pride in delivering white glove, concierge-level service. This is a writing-forward role: the majority of your day is spent composing thoughtful, polished email responses, with phone calls used when a conversation moves faster than an inbox can.
The right person for this job treats every message as a chance to make someone's day easier. You anticipate the follow-up question before it's asked, you own problems until they're resolved, and you write with the warmth and precision of a personal concierge rather than a ticket queue.

What you can expect

• You …will respond to guest inquiries by email as the primary channel, with clear, personalized, well-written replies that fully resolve the question for the first time.
• You …handle inbound and outbound calls for time-sensitive, complex or sensitive matters where a live conversation services the customer better.
• You …prioritize escalations and guest needs with patience, empathy, and sound judgment, escalating to management when appropriate.
• You …will have fluent knowledge of our products, services, policies, and structures

What we expect from you

• You …have experience in customer service, hospitality, client services, or a comparable role with direct customer contact.
• You …have exceptional written and verbal communication with correct grammar and spelling and ability to make complexity simple with a calm, friendly, professional tone.
• You …have genuine service instinct – you find satisfaction in solving someone’s problem completely
• You …have sharp attention to detail and the follow-through to keep dozens of open threads organized with high accuracy and accountability.
• You …take ownership of issues end to end, coordinating internally with other departments internally, and close the loop with the guest.

What we offer you

Monday-Friday, with occasional coverage for evenings/weekends/holidays. This is a Full-Time non-exempt role performing work within an office.

An exciting working environment with motivated colleagues

A position with lots of personal responsibility

The opportunity to contribute fresh ideas

An open and respectful feedback culture

In-house and external further training

Unique career opportunities

Generous discounts on our products

Chocolate at work

Free parking spaces

Own it. Grow it. Make it fresh.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.