What are the responsibilities and job description for the Guest Loyalty Membership Agent position at Unleashed Brands and Careers?
Our Guest Loyalty Membership Support Agents are call center agents/specialists, responsible for promoting fun! In this position you will work with our guests to plan events at Urban Air for birthday parties, church events, sports groups, or any other type of group. The ideal candidate needs to have awesome phone and computer skills. You must be able to multi-task in a fast-pace environment and be passionate about delivering a great Guest experience.
You will be a great fit for this position if:
- You love working in a fast-paced, dynamic Family Entertainment atmosphere.
- You have a passion for delivering a great Guest experience at every touchpoint.
- You have excellent verbal and written communication skills.
- You are a self-starter, eager to learn and develop your expertise.
- You respond to all leads in a timely fashion – same to next business day.
- You can deliver sales results and you love a good challenge!
At Urban Air, we strive to create lasting memories through next level play and our team is essential to our success.
Responsibilities:
- Assist Guests with general questions and support surrounding the Membership program
- Provide one call resolutions to quickly resolve inquiries
- Answer incoming calls regarding cancellation requests, account changes, refunds and other requests based on company policy
- Process outbound calls to existing Members regarding account updates as needed
- Provide account options and solutions to deescalate Guests inquiries within business alignment
- Document and process account changes within CRM
- Meet productivity expectations while providing a high regard to Guest service
Qualifications and Skill Requirements:
- Professionalism with Guest focus and high regard to providing the best Guest service
- Excellent computer skills and ability to multi-task in a high paced work environment
- Data entry skills with an emphasis on attention to detail
- Excellent Verbal and Written communication
- Strong people skills including being informative while listening
- Minimum of two years call center experience emphasizing in collections and contractual agreements preferred
- Familiarity with Five9 and or Salesforce preferred
Internal Processes:
- Manage requests that come in through inbound Phone Calls, Salesforce, Zendesk and the daily email inbox
- Promptly respond to any and all emails/leads and strive to respond to all Guests in less than 24 hours
- Check our voicemail box daily to respond to inquiries
- Perform daily task efficiently with little to no direction
- Be prompt and expedite all daily objectives
- Be a team player and helping each other
Guests Requests
- Assist Guests with general questions about their account
- Hold Guests accountable to the contract terms of their membership agreement
- Work with Park Leadership and Operations Managers to troubleshoot Guest requests that require additional assistance
- Process refunds, cancellations and other requests as based on company policy
Company Description
Unleashed Brands was founded to curate and grow a portfolio of the most innovative and profitable brands that help kids learn, play and grow. Over the last 10 years, the team at Unleashed Brands has built a proven platform and know-how for scaling businesses focused on serving families. Its mission is to impact the lives of every kid by providing fun, engaging and inspiring experiences that help them become who they are destined to be. Unleashed Brands has more than 350 locations open and in development with plans to open more than 100 new units annually over the next 5 years. For more information, please visit www.unleashedbrands.com. Unleashed Brands is headquartered in the Dallas/Fort Worth metroplex.
Commitment to Equal Opportunity
Unleashed Brands is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law.
ADA
Consistent with the Americans with Disabilities Act (ADA), Unleashed Brands will provide reasonable accommodation to participate in the job application or interview process when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship.
Unleashed Brands is proud to be an equal-opportunity employer.