Guest Experience Specialist

Victra - Verizon Authorized Retailer; Durham (NC); On-site; USD 21,000 - 30,000; Full time

Job summary

Victra - Verizon Authorized Retailer in Durham, NC is seeking a Guest Experience Specialist to deliver impeccable customer service in a fast-paced retail environment. You will respond to guest inquiries, resolve escalations, and contribute to a knowledgeable, friendly store culture.

The ideal candidate will have 1-2 years in customer service, strong communication skills, and proficiency with Microsoft Word, Excel, PowerPoint, and Outlook.

Qualifications

• High School diploma or equivalent.
• 1–2 years of experience in a customer service setting.
• Help desk experience is helpful but not required.
• Proficient in Microsoft Word, Excel, PowerPoint and Outlook.
• Effective communicator with clear, professional exchange.

Responsibilities

• Respond to guest inquiries on multiple platforms.
• Research and resolve guest escalations using first contact resolution.
• Track guest feedback to identify gaps and training opportunities.
• Collaborate cross departmentally to minimize escalations.
• Create presentations with guest data to improve experience.
• Answer calls, emails, and chats to resolve concerns.

Skills

Customer service

Communication

Self-motivation

Problem solving

Education

High School diploma

Tools

Microsoft Word

Microsoft 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.