What are the responsibilities and job description for the Seasonal Contact Center Agent position at MetroLagoons?
Reinvent Your Day Outdoors
MetroLagoons (Show me) transforms everyday life into a vacation. With four resort-style lagoons across Florida, guests enjoy thrilling water adventures, swim-up bars, cabanas, and community events—creating spaces where families connect, friends celebrate, and every visit feels like a sun-soaked escape filled with fun, relaxation, and unforgettable memories.
We are looking for a detailed and personable Contact Center Agent to join our team for the season (May-Sept). Based on performance and business needs, the position may be extended beyond the end of season.
Reporting to the Contact Center Supervisor, the Contact Center Agent will respond to guest service inquiries primarily via web chat and email, and occasionally by phone. The Agent will assist with frequently asked questions, guest reservations, and membership inquiries while delivering exceptional customer service.
Responsibilities
Employee Discount Program, including Lagoon entry, F&B/Merchandise discounts, and more!
E.O.E. MetroLagoons does not discriminate on the basis of age, gender, race, nationality, religion, sexual orientation, or any other class protected by law.
MetroLagoons (Show me) transforms everyday life into a vacation. With four resort-style lagoons across Florida, guests enjoy thrilling water adventures, swim-up bars, cabanas, and community events—creating spaces where families connect, friends celebrate, and every visit feels like a sun-soaked escape filled with fun, relaxation, and unforgettable memories.
We are looking for a detailed and personable Contact Center Agent to join our team for the season (May-Sept). Based on performance and business needs, the position may be extended beyond the end of season.
- Hours will be 40/week, 9a-5p, with Saturday and Sunday availability required; weekdays flexible
- You will be working in our corporate office in West Tampa - in office on weekdays, remote work available on weekends
Reporting to the Contact Center Supervisor, the Contact Center Agent will respond to guest service inquiries primarily via web chat and email, and occasionally by phone. The Agent will assist with frequently asked questions, guest reservations, and membership inquiries while delivering exceptional customer service.
Responsibilities
- Serve as the first point of contact for guests and resident members, providing helpful, friendly, and knowledgeable support
- Maintain knowledge of, and help enforce, rules, policies, and procedures related to guest reservations and resident memberships
- Maintain knowledge of the company’s products and services, such as admission tickets, rentals, special events, and membership types
- Facilitate the website’s live web chat and respond to assigned Help Desk tickets, ensuring prompt and accurate responses
- Document customer interactions while escalating concerns to the Supervisor, as needed
- Identify upsell opportunities or refer to the appropriate department
- Assist with occasional special projects (e.g., roster management, guest outreach) and/or other duties as assigned
- High school diploma or equivalent
- Prior customer service experience, such as that in a call center or service department
- Intermediate (or above) computer skills
- Excellent communication skills, both written and verbal
- Ability to handle a high volume of inquiries while prioritizing tasks
- Bilingual (English/Spanish) a plus, but not required
Employee Discount Program, including Lagoon entry, F&B/Merchandise discounts, and more!
E.O.E. MetroLagoons does not discriminate on the basis of age, gender, race, nationality, religion, sexual orientation, or any other class protected by law.