A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
Requires prolonged sitting, walking, some bending, stooping, stretching, navigating steps/stairways, standing and lifting up to 50 pounds occasionally. Requires hand-eye coordination and manual dexterity sufficient for keyboarding and departmental equipment. Requires normal and/or correctable range of hearing and vision.
Work Conditions:
Includes office and event environments, involving contact with staff and the public. Can require irregular hours and changes to schedule due to organization's commitment to be 100% event driven. (Must be able to work at least 50% of each month's scheduled events to maintain part-time status and/or work at least 80% of each month's scheduled events to be considered for regular, supervisor position.)
Staff Liaisons:
As directed by Supervisor Job Objective The Guest Services Representative helps create a hospitable, positive and secure event experience for all guests by providing superior, individualized services and support. Duties and Responsibilities a. Collaboration & Communication Deliver professional and courteous customer service to all staff, guests, and public who have questions, concerns, difficulties, suggestions, etc. Complete assigned tasks efficiently and accurately Provides event and arena information to all requestors. Ability to work effectively as part of a team Professional, positive, and cooperative attitude when interacting with coworkers Maintains departmental dress code which helps identifies event services staff and includes the use of flashlight, radio, etc. b. Guest Services Monitors entry (ingress) and exit (egress) points to assigned events. Escorts guests to their section/seat (which is frequently when the arena is dark). Enforces center policies which includes no smoking, no re-entry by monitoring stairs and sections. Resolves guest issues up to the level where intervention by a Supervisor is required. And, assists with incident response and resolution if requested. Helps train other staff or volunteers as needed. Forms effective working relationships & rapport with customers and staff. Secures work area before departing each day. c. Security Assists with screening procedures for those entering the center for multiple events which includes sports events, music/concert events, and theatre events. Identify and respond to emergencies as appropriate. Employ crowd control and monitoring techniques. Provide rapid response to potential or active conflicts and implementing strategies to de-escalate such situations (Incident Response Team).
Requirements:
Qualifications, Knowledge, Skills and Abilities (KSA) Must be at least 21 years of age and have a combination of education and experience in hospitality and/or customer service. Excellent written and verbal communication skills, as well as effective interpersonal skills. Must be detail-oriented and organized with an ability to multitask and adapt to change. Must be comfortable with technology. Must have a flexible schedule, with the ability to work nights, weekends, and holidays as necessary.
