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
As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.
NBCUniversal will consider for employment qualified applicants with criminal histories, or arrest or conviction records, in a manner consistent with relevant legal requirements, including the City of Los Angeles' Fair Chance Initiative For Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, where applicable.
If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to AccessibilitySupport@nbcuni.com.