Respond promptly and professionally to guest inquiries through phone, email, and live chat, making sure to provide accurate information and solutions that meet their needs
Create positive connections with guests by actively listening, showing empathy, and genuinely caring about their concerns
Investigate and resolve guest issues, taking ownership and following through to ensure a satisfactory resolution. If needed, escalate complex cases to the appropriate team members or supervisors
Become an expert on Level99’s offerings, staying up-to-date on new challenges, events, and daily operations and using that knowledge to address guest questions and provide recommendations
Maintain accurate records of guest interactions, including inquiries, complaints, and resolutions, ensuring guest profiles and databases are up-to-date
Work closely with management to share guest feedback
Continuously identify areas for improving Guest experience processes, suggesting solutions to enhance the overall guest experience
Maintain a positive, upbeat, pro-active attitude and inspire the same in co-workers
Other duties, as assigned

Previous experience in customer service, events, or other related fields
Ability to build rapport with guests
Ability to prioritize and multitask
Positive and professional demeanor
Excellent written and verbal communication skills
Proactive problem solver with a passion for optimizing the Level99 Guest Experience
Able to work with all management teams to ensure optimal communication
Ability to work well in a fast-paced, high-volume, and ever-changing work environment
A positive, joyful, upbeat, and energetic attitude – leading by example
Ability to work a flexible schedule due to the nature of the position and the operational hours of the company
Schedule may include days, nights, weekends, and holidays
1+ years of experience in a Customer Support or Client Services role
Embraces new technology and its implementation into our operation, with specific knowledge in, but not limited to, Microsoft Office, Tripleseat, Toast POS, G Suite, or similar

Guest Experience Ambassador – Call Center

Key skills