Guest Services Senior Associate
LiveNation
Bala Cynwyd, PAFull Time Job
Live Nation Concerts is seeking a qualified Guest Services Senior Associate for its destination events. Playa Luna produces intimate and exclusive experiences where everyone is a VIP and no detail is overlooked. This role will focus on providing guests with exceptional service before, during, and after all events. Ideal candidates should be organized, articulate, self-motivated, and able to work as part of a team. We are seeking candidates that are proactive in completing projects and supporting other team members, including temporary staff. The Guest Services Senior Associate will primarily work from home, but may also be expected to work on-site at our events. Come join our expert team of passionate travel and music lovers!
WHAT THIS ROLE WILL DO
• Field guest questions, concerns, and requests by answering emails, phone calls, and chat messages
• Provide a high touch level of service by giving timely and professional responses to all guests
• Stay informed of all event details by website/FAQ familiarity and internal resources to be able to answer guest's general questions and concerns
• Supervise team of temporary agents and provide direction on guest communications
• Provide guidance on departmental processes and procedures
• Review and share feedback on responses
• Determine when guest cases require additional action
• Interpret event and company policies while supporting and advocating for guests throughout their entire experience
• Take initiative to problem solve and make exceptions to policies
• Escalate issues to upper management and provide input about the individual circumstance
• Monitor event social media accounts and all guest correspondence
• Facilitate custom high end package sales
• Manage incoming requests and track custom orders through completion
• Assist the on-site concierge team and act as a main point of contact during events
• Monitor guest traffic levels on a daily basis
• Troubleshoot all guest inquiries and ensure resolutions are provided in a timely manner
WHAT THIS PERSON WILL BRING
• 2-4 years of experience working in Guest Services and or guest communications
• Excellent oral and written communication
• Knowledge of database management systems preferred (Zendesk, Zendesk, Mailchimp, Asana, etc)
• Working knowledge of Microsoft Office applications (Word, Excel, etc.)
• Ability to get all tasks and assignments done in a timely manner while managing your own workload and day to day schedule
• Ability to maintain, control and communicate deadlines, roadblocks, and escalations as needed
• Ability to provide leadership, prioritize, organize, motivate, problem solve, delegate, follow up, and communicate
• Willingness to adopt new project management tools and communication platforms as used by the company
• Passionate about continuous improvement and the benefits that new technology can bring to the organization
• COVID-19 vaccination will be required for this position subject to legally valid exemptions
• This role will a work from home position with the exception of travel. We are open to candidates in Denver and Philadelphia.
BENEFITS & PERKS
Our motto is 'Taking Care of Our Own' through 6 pillars of benefits:
• HEALTH: Medical, Dental and Vision benefits for you and your family, including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSAs)
• YOURSELF: Paid time off policy including holidays, sick time, and day off for your birthday, free concert tickets
• WEALTH: 401(k) program with company match, Stock Program Reimbursement
• FAMILY: New parent programs & support including caregiver leave and infertility support
• CAREER: Tuition reimbursement, student loan repayment internal growth and development programs & trainings
• OTHERS: Volunteer time off, crowdfunding network
EQUAL EMPLOYMENT OPPORTUNITY
We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
Live Nation strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.
We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.
We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Live Nation will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Live Nation also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate
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