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Email Help Desk Specialist
Entertainment & Media Industry Company
Orlando, FL, United States
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About Us
Company is one of the world’s leading media and entertainment companies in the development, production, and marketing of entertainment, news, and information to a global audience. Company owns and operates a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, and world-renowned theme parks. Company’s policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.
GolfNow, a division of Golf Channel is the internet’s largest online tee time reservation service, trusted by more than 1.5 million golfers. Using leading-edge technology, GolfNow provides more ways for golfers to stay connected to their favorite golf courses and tee times through the web, e-mail and mobile applications. As a partner to golf courses, GolfNow provides turnkey solutions to their operations (Company website) with the main areas of focus on:
Online marketing and distribution of tee times
Web hosting, development and customer management solutions
Revenue optimization, database expansion and other course products
Responsibilities
Duties
• Monitor and respond quickly to internal staff inquiries via email and phone
• Be the Golfer Care Team customer escalation expert by understanding and knowing policies inside and out and be able to handle any inquiry that reaches the team.
• Strong writing background required
• Highly organized
• Comfortable with a fast paced work environment
• Provide Golfer Care that leads to unparalleled, personalized service through all possible channels (phone, email, web, mobile, et al.)
• Deliver our “why” and commit to fostering and growing outstanding service
• Enthusiastic and pro-active; think quickly and solve problems efficiently and effectively
• Consistently over-deliver for our golfers while creating “wow” moments for them!
• Passionate in understanding our golfers’ needs and transforming insight into awesome experiences
• Maintain a high energy, engaging, service culture
• Participate in efficient daily workflow processes through the use of operational metrics to gauge performance and ensure timely service
• Participate in a quality program to certify that a high level of accuracy and Golfer Care are consistently delivered, utilizing Net Promoter Score (NPS) as the primary driving metric
Qualifications/Requirements
• High school diploma or equivalent; 2 years of college preferred
• Strong analytical skills and ability to apply those real-time
• Proficiency in Microsoft Office Applications including Word & Excel and other relevant software
• Excellent problem solving and decision making skills
• Ability to operate effectively in a team environment
• Excellent oral and written communication skills and interpersonal skills
• Dependability regarding completion of assignments and attendance
• Strong knowledge of customer care processes and techniques.
• Dedication to providing exceptional customer service.
• Self-motivated to achieve greatness in a fast-paced work environment
Desired Characteristics
Tech and golf savvy, ability to communicate enthusiastically with industry specific terminology
• Knowledge of golf and tee times distribution preferred
• Familiarity with Company website extremely helpful
• Strong team player
• High energy and engaging personality with the ability to convey patience and empathy, and calm in potential stressful situations
• Self-motivated to achieve greatness in a fast-paced work environment