Live Events Guest Experience Coordinator

MSG Entertainment Holdings, LLC; New York (NY); On-site; USD 45,000 - 65,000; Full time

Job summary

Madison Square Garden Entertainment Corp. (MSG Entertainment) is seeking a Coordinator for the Guest Engagement Center to provide first-class service across MSG venues and respond to guest inquiries via phone, email, chat, and our Voice of the Customer platform.

You will address guest concerns, manage ticketing for accessibility, and collaborate with multiple departments to improve guest experiences at events across New York and Chicago venues.

Qualifications

• Excellent verbal communication and writing skills.
• Strong customer relations experience.
• Ability to handle heavy volume of customer communications.

Responsibilities

• Handle calls and respond to customer communications via phone, email, and chat.
• Fulfills 3,000–10,000 make-good tickets for issues requiring re-ticketing annually.
• Assist in creating solutions by coordinating with divisions and generating written or oral responses.
• Process and coordinate orders for accessible accommodations at MSG venues.
• Manage ADA ticket inventory with box office for all properties.
• Collaborate with various company areas daily (entertainment, facilities, teams).
• Compile Guest Relations summaries using data from calls, emails, chats, and letters for senior management.
• Help maintain the Guest Relations area of the website and FAQ to reduce routine inquiries.

Skills

Verbal communication

Written communication

Customer relations

Conflict resolution

Heavy volume handling

Tools

Salesforce

Ticketmaster

Excel

PowerPoint

Word

Job description

Madison Square Garden Entertainment Corp. (MSG Entertainment) is seeking a Coordinator for the Guest Engagement Center to provide first-class service across MSG venues and respond to guest inquiries via phone, email, chat, and our Voice of the Customer platform.

You will address guest concerns, manage ticketing for accessibility, and collaborate with multiple departments to improve guest experiences at events across New York and Chicago venues.