Coordinator Guest Communications

The Guest Communications Coordinator is responsible for overseeing and responding to guest correspondence on behalf of Universal Studios Hollywood via emails, Social Media platforms and phone calls.
Responsibilities
Responsible for accepting escalations from the Guest Contact Center regarding in-park experiences and online order issues/concerns, directing guests with non-theme park related issues to proper areas within NBC Universal and aiding with other inquiries as needed.
Investigate guest concerns from start to finish by partnering with operational departments, leadership teams, and support functions across the business
Input, review, and maintain accurate guest information and case documentation within the Guest Comment Database (Salesforce) and other applicable systems.
Coordinate with departments including Operations, Retail, Risk Management, Legal, Finance, VIP, Accessibility Services, social media and other digital platforms, as needed
Determine and administer appropriate guest recovery within established guidelines
Provide top-level customer service internally and externally while maintaining professionalism and confidentiality
Maintain a strong understanding of current Park operations, policies, promotions, accessibility offerings, ticketing systems, and guest experience initiatives
Responsible for directing guests with non-theme park related issues to proper areas within NBC Universal and aiding with other inquiries as needed
Performs other duties as assigned
High School diploma or GED required
At least 2 years of Guest Services experience required; or combination of both education and customer service experience
Must be available to work on weekends, holidays and nights
Must be able to type 50-60WPM
Impeccable written and verbal communication skills
Minimum one-year experience in professional writing and/or correspondence
Desired Characteristics
Associate or bachelor’s degree (or equivalent) in Communications is preferred
Strong customer service skills and the ability to identify key elements of guest concerns when replying to guests
Proficiency in Microsoft Suite
Proficiency with Salesforce or comparable CRM tool
Strong customer service, interpersonal and organizational skills
Able to provide creative solutions to guest situations
Ability to work in a high paced, repetitive teamwork environment
Theme park experience preferred
This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $26.00 - $29.00 / hour

Employment type
Full-time

Work arrangement
No