Senior Customer Service Representative

Senior Customer Service Representative

The Senior Customer Service Representative leads exceptional customer service with our guests and team in the Contact Center and Box Office. They also lead a culture of trust and provide support to Customer Relations Leadership. The Customer Relations team is operational six days a week.

Senior Customer Service Representatives will work five out of the six days. The majority of the shifts will be day shifts – 8:00am - 5:00pm. However, there will also be some later shifts each week (10:45am - 7:45pm and/or 12:30pm - 9:30pm) throughout the week. Some Saturdays will be required, and some Saturday shifts could be longer than 8 hours. Each week would have a total of 40 scheduled hours.

Essential Duties and Responsibilities:

• Provide excellent guest care and instill a passion for customer service. Confidently problem-solve guest concerns and provide creative solutions.
• Have a strong understanding of our internal systems as well as our reservation policies and procedures, to assist employees as needed. When necessary, professionally address difficult customer situations.
• Manage the Customer Service email, merchandise requests, and reservation-related reporting.
• Foster a positive work environment among team members through encouragement, coaching, and training.
• Ability to take over in Customer Relations Lead's absence and have a working knowledge of all areas of Customer Relations and Guest Services.

Prerequisites:

• Quick decision making/Strong multi-tasking ability.
• Excellent customer service skills.
• Outgoing, approachable, personable, flexible, adaptable, and even-tempered.

Education and/or Experience: Minimum High School diploma and/or 1-2 years of customer service experience preferred.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.