What are the responsibilities and job description for the Live Chat Support Specialist position at Qureos?
United Parks & Resorts Inc. is seeking a customer-focused and detail-oriented Live Chat Support Specialist to provide exceptional online support to guests and prospective visitors. In this role, you will respond to customer inquiries through live chat, assist with general information about park experiences, tickets, memberships, reservations, and services, and ensure every interaction reflects the company's commitment to outstanding guest experiences.
Key Responsibilities
Key Responsibilities
- Respond promptly and professionally to customer inquiries through live chat.
- Provide accurate information regarding park admissions, annual passes, attractions, events, operating hours, dining, and guest services.
- Assist guests with online ticket purchases, reservations, account access, and general website navigation.
- Resolve customer concerns efficiently while maintaining a positive and professional tone.
- Escalate complex issues to the appropriate department when necessary.
- Document customer interactions and maintain accurate records in the company's customer support system.
- Stay informed about current promotions, park policies, and seasonal events.
- Meet established response time, quality, and customer satisfaction goals.
- Collaborate with internal teams to ensure timely resolution of guest inquiries.
- Perform additional customer support duties as assigned.
- High school diploma or equivalent required; an associate's or bachelor's degree is a plus.
- Previous experience in customer service, live chat support, hospitality, or a related field is preferred.
- Excellent written communication, grammar, and typing skills.
- Strong problem-solving and multitasking abilities.
- Proficiency with computers, Microsoft Office, and web-based applications.
- Ability to work independently in a remote environment while maintaining productivity.
- Strong attention to detail and commitment to providing exceptional guest service.
- Flexible availability, including evenings, weekends, and holidays, as business needs require.
- Competitive compensation.
- Remote work flexibility.
- Comprehensive health, dental, and vision benefits (where eligible).
- Paid time off and company-recognized holidays.
- Retirement savings plan with company match (where eligible).
- Professional development and career advancement opportunities.
- Employee discounts and select park admission benefits.
- Collaborative and inclusive work environment focused on delivering memorable guest experiences.