Guest Services Representative

Job Description

Overall Scope of Role
Our Guest Service Representatives' primary responsibility is to assist guests with exceptional customer services before, during and after all events related to sports, music and lifestyle. This position will handle incoming phone calls and emails in a professional, efficient, friendly manner. Key characteristics for success include strong organizational, and written and verbal communication skills. This individual must also possess the ability to manage multiple tasks and projects at the one time. This person should demonstrate a desire to learn and grow and offer ideas and suggestions to streamline event processes. Day-to-day responsibilities include:
• Field customer inquiries, concerns, and requests in a professional and timely manner via various forms of communication including phone calls (25+ daily), email and live chat
• Sell tickets and travel packages for select events
• Provide exceptional customer service and professionalism when interacting with vendors, guests, partners, clients, and peers
• Work with guests, as needed, to identify specific needs and expectations; special/custom product fulfillments
• Ability to de-escalate and deal with complaints/negative feedback
• Maintain continuous knowledge of events and partnerships to recognize product, market, and service-related trends in the industry
• Understand and achieve profitability goals as it relates to product fulfillment and event packages
• Investigate and resolve specific issues related to clientele; identify and escalate priority issues; and route calls/issues to the appropriate resources
• Other general administrative duties (e.g., order processing, data entry, etc.) as assigned 

Qualifications:
• High school diploma or equivalent
• Experience in a customer service position (minimum of 2+ years) preferably in event and/or travel and hospitality industry
• Exceptional interpersonal skills - a collaborative style and ability to communicate effectively at all levels with strong oral, written, and presentation skills
• Passion for helping others and a strong ability to express empathy, remain calm, cool, and collected with demanding customers at all times
• Attention to detail and accurate data entry and typing skills
• Ability to multi-task within a high-pressure environment
• A proven record of accomplishment of strong personal effectiveness in which imaginative and distinctive service have been demonstrated
• Continually strive for self-development and discovering better means of accomplishing both personal and professional goals
• Flexibility with weekend shifts and extended work during holidays and seasonal busy periods

This job description is not designed to cover or contain a comprehensive listing of the employee's activities, duties, or responsibilities for this job.  Duties, obligations, and activities may change at any time with or without notice. 

Travel:

Must be adaptable with work and travel schedule and be available to travel for work which may include extended work hours during nights, weekends, and holidays. This position may require up to 10% travel.
Our Core Vales

As the leading experiences company in the world, we strive to be the most innovative and passionate - the best of the best. We uphold these values in our quest for excellence:
• Exceed all service expectations with our customers, our partners, and each other.
• Create value by enriching people's lives.
• Do the right thing and bring others along with us - always.
• Propel the power of diversity, in thought, team and experience.
• Partner to generate win-win solutions.
• Ignite and empower our team's entrepreneurial spirit.
• Exude respect and gratitude - treat others as you would want to be treated.

Endeavor unites and brings people together in our love of sport, culture, and entertainment. We understand this can only be accomplished when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture, we strive to reflect the world's diverse voices.  

Endeavor is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.

Jobcode: Reference SBJ-rz7qo3-3-143-23-61-42 in your application.