Guest Experience Specialist

Victra; Durham (NC); On-site; USD 32,000 - 52,000; Full time

Job summary

Victra, Verizon's trusted partner and a leading premium retailer in the U.S., seeks a Guest Experience Specialist in Durham, NC. You will assist guests, handle inquiries, and resolve issues with professionalism.

Ideal candidates have 1–2 years in customer service, are proficient in Word/Excel/PowerPoint/Outlook, and work well in a fast-paced, open call center environment while upholding integrity.

Qualifications

• 1–2 years of experience in a customer service setting.
• Strong verbal and written communication skills.
• Proficient in Microsoft Office applications.
• Ability to work independently and think creatively.

Responsibilities

• Respond to guest inquiries across multiple platforms.
• Resolve guest escalations using first contact resolution.
• Track guest feedback to identify improvement opportunities.
• Collaborate cross-departmentally to minimize escalations.
• Create presentations with guest data to improve experience.
• Handle calls, emails, and chats to resolve concerns.

Skills

Customer service

Communication

Problem solving

Multitasking

Self-starter

Education

High School diploma or equivalent

Tools

Microsoft Word

Excel

PowerPoint

Outlook

Job description

Do you exercise patience daily and enjoy helping others? Are you motivated to achieve positive results and want to have fun in a fast-paced environment? Do you want to join a robust culture of performance, integrity, collaboration, innovation, and the hearty celebration of wild success? Victra is Verizon's trusted business partner and largest premium retailer in the United States. As a Guest Experience Specialist, you will help Victra provide impeccable customer service.

YOUR FOCUS (Job Duties and Responsibilities):

• Respond to guest inquiries and posting over a variety of platforms
• Research and resolve guest escalations using a first contact resolution discipline
• Track guest feedback to identify gaps and training opportunities to strengthen guest experience for increased return business
• Work closely cross departmentally to minimize guest escalations
• Create presentations with captured guest experience data to improve the guest experience
• Answer incoming calls, emails, chats to resolve guest concerns and escalations

YOUR BACKGROUND (REQUIREMENTS):

We are looking for an excellent communicator and self-starter. Someone that can think quickly on their feet, work independently, think creatively, and support harmoniously. Accordingly, we are looking for the Guest Experience Specialist to bring the following:

• High School diploma or equivalent
• 1-2 years of experience in a customer service setting
• Previous help desk experience is helpful, but not required.
• Proficient in Microsoft -- Word, Excel, PowerPoint, Outlook
• Must be an effective communicator- clear and professional exchange with an ability to understand verbal cues.

PHYSICAL REQUIREMENTS

• Ability to remain at your workstation for extended periods of time
• Work in an open call center environment
• Ability to wear a face covering throughout a full work shift which covers your nose and mouth, or another sufficient alternative

TRAVEL REQUIREMENTS

• None

EQUAL OPPORTUNITY EMPLOYER

We're proud to be an equal opportunity employer - and celebrate our employees' differences, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.