Guest Experience Agent bei Continental Services
Continental Services · Maple Heights, Vereinigte Staaten Von Amerika · Onsite
- Junior
- Optionales Büro in Maple Heights
The Guest Experience Agent handles customer inquiries via phone, email, chat, and in-person, providing accurate information on products, services, and policies. They resolve complaints, manage escalations, and ensure customer satisfaction. The agent follows up with customers, collaborates with other departments to improve service, and contributes feedback for process improvements. Performance is measured by response time, resolution rate, and customer satisfaction.
Essential Duties & Responsibilities
- Respond to customer inquiries via Helpdesk, phone, email, chat, or in-person.
- Provide accurate information about products, services, policies, or procedures.
- Handle complaints, resolve issues, or escalate problems to supervisors when necessary.
- Maintain a positive, empathetic, and professional attitude toward customers always
- Identify and assess customer needs to achieve satisfaction.
- Offer solutions and alternatives to address customer concerns promptly.
- Follow up with customers to ensure resolution of issues.
- Stay updated on company products, services, and promotions.
- Work closely with other departments (e.g., sales, technical support) to resolve issues
- Share feedback and suggestions to improve processes and customer satisfaction.
- Meet or exceed performance metrics such as response time, resolution rate, and customer satisfaction scores.
Demonstrates attributes of:
- Positive attitude and customer-centric mindset.
- Maintaining a courteous, respectful tone and appearance during all interactions.
- Patience, resilience, and ability to handle high-stress situations.
- Commitment to continuous learning and improving service quality.
- Explaining solutions or procedures in a straightforward, jargon-free manner.
- Ensuring customers fully understand their options and next steps.
- Shows commitment to customer satisfaction and accountability.
- Demonstrating expertise about the company’s products, services, and policies, and proactively sharing relevant information.
- Adjusting to different customer personalities and needs, as well as managing unexpected challenges effectively.
Job Requirements
- Experience in Customer Service, Retail, Food & Beverage Industry or similar role
- Problem Solving Skills
- Familiarity with handling escalations or complaints.
- Working with multiple operating systems
- Strong verbal and written communication skills to clearly address customer concerns.
- Ability to build rapport, show empathy, and maintain professionalism in all interactions.
- Critical thinking skills to assess customer needs and provide effective solutions.
- Familiarity with CRM systems (e.g. JIRA, Zendesk, HubSpot)
- Computer skills – Microsoft Office, Smartsheet’s, Spreadsheets & Email Communications, Internet Navigating, Typing & Data Entry
- Ability to manage multiple tasks or inquiries simultaneously while meeting deadlines.
- Active listening and attention to detail
Benefits
We prioritize the health, wellness and work-life balance of our team members and designed our comprehensive compensation packages to reflect that.
• Full-time team members are eligible for medical, dental and vision insurance, life insurance, disability insurance, parental leave, 401(k) with company match, at-work dining perks, flexible schedules, generous PTO, and a total rewards program. Team Members can also use our inclusive employee assistance program.
• Part-time Team Members are eligible for our 401(k) with company match, at work dining perks and team members can also use our inclusive employee assistance program.
Location-specific perks may also include wellness programming, on-the-job training, corporate-hosted courses, certifications and team events.
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• Full-time team members are eligible for medical, dental and vision insurance, life insurance, disability insurance, parental leave, 401(k) with company match, at-work dining perks, flexible schedules, generous PTO, and a total rewards program. Team Members can also use our inclusive employee assistance program.
• Part-time Team Members are eligible for our 401(k) with company match, at work dining perks and team members can also use our inclusive employee assistance program.
Location-specific perks may also include wellness programming, on-the-job training, corporate-hosted courses, certifications and team events.
#CUYALB1
