Guest Engagement Specialist

Overview

Guest Engagement Specialist role s position focuses on receiving and resolving guest service issues in a prompt, efficient, and courteous manner, providing exceptional guest service, and collaborating with other departments to provide resolutions. The goal is to deliver the ‘WOW’ guest experience and turn guests into Trac Fanatics.

Responsibilities

• Provide the ‘WOW’ guest experience to all guests by ensuring guest service issues are resolved promptly, efficiently, and courteously.
• Receive incoming calls from guests and internal employees via guest service hotlines, emails, and U.S. mail. Answer calls and retrieve messages daily; record each into the appropriate database.
• Forward all messages to the appropriate party for review and resolution, and ensure complaints are handled within a 24-hour time frame.
• Notify designated individuals of any unresolved issues. Monitor open issues in the Guest Service database to ensure follow-up and/or resolution.
• Research database for archived or current complaints for the Legal Department as needed.
• Provide information to external companies inquiring about Race Trac’s Fleet program.
• Handle credit disputes and gasoline calls and obtain guests’ information regarding transactions; work with Payment Systems to ensure the necessary information for processing.
• Assist guests with gift card balances/inquiries and collaborate with Payment Systems to find a resolution.

Pay up to $15/hour

Qualifications

All qualified applicants will receive consideration for employment with Race Trac without regard to their race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Project Management, Quality Assurance, and Management
• Industries:
  Retail

Note:

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