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Customer Service Coordinator
Merlin Entertainments
Carlsbad, CA, United States
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Description
Position Summary:
Acts as the primary point of Guest contact both pre and post visit. Responsible for providing Guests with information, managing memberships, assisting with ticket issues, responding to all Guests in a timely manner and resolving complex Guest issues. Works together with Supervisor and Resort management to find resolutions to Guest concerns and to make recommendations on how to enhance and improve our Guest’s experience at LEGOLAND California Resort.
Scope and Responsibilities:
1. Performs daily clerical duties using programs such as Microsoft Word, Excel, Outlook, Power Point, Galaxy, Avius, Accesso and social media sites.
2. Assists the USA Call Center with answering Guests’ questions, resolving ticket, membership, and order issues, managing monthly contracts, and booking issues that may arise.
3. Provides Guests with the highest level of Guest service, acting as a point of immediate Guest recovery for any issue that is presented.
4. Provides oversight of payment plan programs. Regularly reviews system for delinquent contracts and takes appropriate action with little to no supervision. Helps in the monthly collection processes.
5. Assists with in park events and any other related Product Excellence needs.
6. Assists with group bookings. (Birthday parties, education groups, cabanas.)
7. Assists Guests with locating their lost and found items.
8. Daily recording of Guest comments, stats, trends and other related reporting.
9. Keeps record and assists with staff incentives and training programs.
10. Tasks will also include phone calls, copying, scanning, and printing written materials.
11. Assists with providing weekly, monthly, and annual reports to Supervisor and Resort management.
12. Responds in a timely manner to written, emailed, and telephoned responses, which include letters, e-mails, texts, comment forms, Optimus inputted data from Guest Service team, social media sites and kiosk survey comments.
13. Works with Supervisor and all Resort management to obtain details and contact information for any injuries, safety, or service concerns relating to the Resort, their attractions, and food related issues.
14. Assists with collecting and entering comments in Avius.
15. Assists with all preparation for team meeting agendas and presenting in front of the group, as well as event participation duties for the Supervisor.
16. Maintains and keeps a clean, organized, and well-supplied working space.
17. Works toward department and company goals, Merlin values, and presents ideas for continuous improvement.
Background and Experience:
A minimum of two years in Guest Service roles, office environment or related field is required. Computer skills must include proficient knowledge and skill of Microsoft Outlook, Word, Excel and Power Point.
Possess the ability to execute tasks in an orderly and timely manner, set goals for work load, work well independently, and be self-motivated. Strong organizational skills are required. Must be able to work well remaining calm under pressure, and be a team player. Be a strong problem-solver, quick thinker, and be dedicated to providing outstanding service to the Supervisor, Management team, and our Guests.
Proper and professional verbal and written skills are required for all forms of communication to Guests and colleagues.
Proficient knowledge of Galaxy is preferred but not required.
Education:
High school graduate.
Business and writing courses are helpful to excel in this position.
Other Requirements:
This is an administrative position located offsite from LEGOLAND Resort. Reliable transportation is required.
Required to work staggered schedules, which include days, nights, weekends, and holidays.
Must have, or be able to learn in a timely manner, knowledge of the Resort shows, rides and attractions, safety restrictions, disabled access and Hotels.