Description

Position: Customer Experience Specialist

Location: Austin, Texas

Reports to: General Manager

Position Summary

The Customer Experience Specialist works with the General Manager and Seasonal Managers to provide exceptional service to all House of Torment guests. They are the main Point of Contact for VIP ticket holders. The Customer Experience Specialist will greet guests upon arrival to the property, escort them to the Midway, and act as a tour guide for the duration of their visit. 

Benefits and Perks

• Discount off Thirteenth Floor gift shop merchandise

• Free admission to Thirteenth Floor for employee and guests

• Biweekly Pay

• Direct Deposit

Responsibilities

• Work with General Manager and Seasonal Managers to provide superior customer service.

• Be knowledgable of the property, the company, and the House of Torment themes & offerings.

• Tend to VIP ticket holder needs. Convey offering information, provide directional assistance, act as tour guide.

• Enhance customer experience by offering historical, thematic, and behind the scenes information.

• Communicate with AGM on inventory needs.

Qualifications

Experience/Skills

• Knowledge of location, company, and ticketed offerings.

• Excellent time management and organizational skills.

• Ability to handle confidential personnel and business information with discretion.

• Embrace and exemplify Thirteenth Floor culture.

• Be enthusiastic about creating a world-class guest and employee experience.

• Ability to perform highly detailed work on multiple concurrent tasks.

• Ability to read, write, comprehend, and follow instructions in English.

• Strong computer literacy proficient in Google Suite, word processing, spreadsheets, payroll processing, and basic employee scheduling software.

• Ability to work a varying schedule including weekdays, weekends, evenings, and holidays, as dictated by business needs.

Physical

• While performing the duties of this job, employees are regularly required to stand, walk, and work in varying environments for up to 6 hours at a time

• Possess manual dexterity needed to operate a computer

• Ability to work a varying schedule in terms of days and hours, as dictated by business needs.

• Use hands to operate standard office equipment

• Reach with hands and arms and lift up to 25 pounds.

• Employees may occasionally work in dark conditions with loud noises, confusing lights and sound, and be exposed to theatrical fog

• In certain assignments, an employee may work near moving equipment and be exposed to outdoor weather conditions. 

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisor Responsibilities

This position does not require supervisory responsibilities.

All applicants must be 18 years old or older and sign a non-disclosure agreement. Thirteenth Floor Entertainment Group is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or other status protected by law or regulation. Thirteenth Floor Entertainment Group participates in E-Verify as required by law.