The Guest Services department at Home Office is currently recruiting for an Hourly Bilingual Guest Services Coordinator , reporting to the Manager of the Guest Experience.
The Guest Service Coordinator is responsible for managing a high volume of incoming contacts to and acts as the voice of the customer back to the business through ticket management tracking. For this role, candidates must be available for 7 days a week (40 hours or more) more with a flexible schedule which will include weekends, late evenings and holidays. Hours of operation are 8am - midnight.
Role and Responsibilities
Must be Bilingual in both French and English
Responding to incoming calls, e-mails, live chats and social media from Guests across Canada who have a concern, suggestion, or inquiry
Provide a professional and courteous customer experience and takes accountability for effectively resolving a high volume of customer contacts in a timely manner
Accurately creating and following up on cases in the customer tracking system
Composing well-written and informative responses
Use available resources to make independent decisions that are in the best interest of the guest and company
Recognizes when to escalate and request assistance or flagging sensitive or priority issues to the appropriate internal stakeholders
Participate in training activities to enhance skills, knowledge and abilities on an on-going basis.
Other administrative tasks as required
Knowledge & Skill Requirements
Proficiency in both French and English
Experience working in a theatre or knowledge of theatre operations is an asset
The ideal candidate will have at minimum a high school diploma and a post-secondary certificate or diploma would be an asset
Excellent understanding of customer service, Guest Service experience preferred
The willingness to serve others with understanding, respect, and care
The ability to organize, prioritize and own multiple tasks while meeting and/or exceeding deadlines
Proficiency in Microsoft Word, Excel and Outlook
Superb telephone etiquette along with excellent written communication skills in French and English
Experience working in a team environment
Has a professional, positive attitude and willingness to learn
Has good attendance and arrives promptly for shifts