Guest Services Representative

Job Description

Overall Scope of Role
Our Guest Service Representatives primary responsibility is to assist our clients in getting to and from their event destination according to their budget and itinerary. This position will mostly handle incoming calls; in a professional, efficient, friendly manner. Key characteristics for success include strong organizational, telephone etiquette and customer service skills. This individual must also possess the ability to manage multiple tasks and projects at the one time. This person should be sports-oriented, demonstrate a desire to learn and grow, and offer ideas and suggestions to streamline event processes.

Essential Functions & Responsibilities

Primary Responsibilities
• Sell tickets and travel packages for major sporting events, such as the Super Bowl, the NCAA Final Four, the Rose Bowl, the UFC, the Daytona 500, and the Ryder Cup
• Answer phone calls (25+ daily) from clients
• Provide exceptional customer service and professionalism when interacting with vendors, guests, partners, clients, and peers
• Respond to various forms of communication from clients, including email and live chat
• Be able to work some weekends, and be able to work extended hours during seasonal busy periods
• Work with clients, as needed, to identify specific needs and expectations; special/custom product fulfillments
• Maintain continuous knowledge of events and partnerships to recognize product, market, and service-related trends in the industry
• Understand and achieve profitability goals as it relates to product fulfillment and event packages
• Investigate and resolve specific issues related to clientele; identify and escalate priority issues; and route calls/issues to the appropriate resource

Administrative & Other Responsibilities
• Other general administrative duties (e.g., order processing, data entry, etc.) as assigned
Other Duties & Responsibilities
• This job description is not designed to cover or contain a comprehensive listing of the employee's activities, duties, or responsibilities for this job. Duties, obligations, and activities may change at any time with or without notice.

Travel
• Must be adaptable with work and travel schedule and be available to travel for work during holidays. This position may require up to 25% travel.

Qualifications

Required Education and/or Experience
• G.E.D. or high school diploma
• Experience in a customer service position (minimum of 2+ years) preferably in sports and/or travel and hospitality industry
• Strong organizational, telephone etiquette, and customer service skills
• Attention to detail and accurate data entry and typing skills
• Exceptional interpersonal skills – a collaborative style and ability to communicate effectively at all levels with strong oral, written, and presentation skills
• Ability to multi-task within a high-pressure environment;
• A proven record of accomplishment of strong personal effectiveness in which imaginative and distinctive service have been demonstrated
• Continually strive for self-development and discovering better means of accomplishing both personal and professional goals

Preferred Education and/or Experience
• Bachelor's Degree in Sports Management, Business or a related field strongly preferred
• Knowledge of Event Operations and Travel & Hospitality
• Must be empathic to customers' needs
On Location is part of the Endeavor network.
Our Core Vales

As the leading experiences company in the world, we strive to be the most innovative and passionate - the best of the best. We uphold these values in our quest for excellence:
• Exceed all service expectations with our customers, our partners, and each other.
• Create value by enriching people's lives.
• Do the right thing and bring others along with us - always.
• Propel the power of diversity, in thought, team and experience.
• Partner to generate win-win solutions.
• Ignite and empower our team's entrepreneurial spirit.
• Exude respect and gratitude - treat others as you would want to be treated.
On Location's operations include: Anthony Travel, CID Entertainment, Future Beat, Kreate Inc, PrimeSport and Steve Furgal's International Tennis Tours.

Endeavor is an equal opportunity employer committed to a diverse and inclusive work environment.

Jobcode: Reference SBJ-r0peq6-3-135-195-249-42 in your application.