Guest Experience Ambassador
Level99 Entertainment, Boston, MA, United States
Overview
We are seeking a Guest Experience Ambassador within our contact center, who has high standards and is effective in building relationships with staff and guests. The Guest Experience Ambassador position is an integral part of the Level99 team and involves working closely with the Guest Experience Manager. This role works closely with all departments including Events, Restaurant, Entertainment, and Tech/Engineering to uphold and maintain high customer service and hospitality standards.
The Level99 Guest Experience Ambassador demonstrates a joyful and positive approach to challenging situations and working with others. A successful Ambassador will display honesty and personal integrity that is above reproach, choosing humility over the need to “be right,” and in all things acts as though they are the Owner and Operator of their venue.
Responsibilities
Respond promptly and professionally to guest inquiries through phone, email, and live chat, ensuring accurate information and solutions that meet their needs.
Create positive connections with guests by actively listening, showing empathy, and genuinely caring about their concerns.
Investigate and resolve guest issues, taking ownership and following through until resolution. Escalate complex cases to the appropriate team members or supervisors as needed.
Become an expert on Level99’s offerings, staying up-to-date on new challenges, events, and daily operations, and use that knowledge to address guest questions and provide recommendations.
Maintain accurate records of guest interactions, including inquiries, complaints, and resolutions, ensuring guest profiles and databases are up-to-date.
Work closely with management to share guest feedback.
Continuously identify areas for improving guest service processes, suggesting solutions to enhance the overall guest experience.
Maintain a positive, upbeat, proactive attitude and inspire the same in co‑workers.
Other duties, as assigned.
Must-have Skills
Previous experience in customer service, events, or related fields.
Ability to build rapport with clients.
Ability to prioritize and multitask.
Positive and professional demeanor.
Excellent written and verbal communication skills.
Strong project management skills with the ability to supervise multiple projects.
Proactive problem solver with a passion for optimizing the Level99 Customer Experience.
Ability to work a flexible schedule based on business needs, including days, nights, weekends, holidays, and emergency responsiveness as required.
Able to work with all management teams to ensure optimal communication.
Ability to work well under pressure in a fast‑paced, ever‑changing environment.
A positive, joyful, upbeat, and energetic attitude—leading by example.
Night and weekend availability is a MUST.
Other Desirable (but Not Necessary) Skills & Experience Include
Customer Support & Client Services Occupations: 1 year (Preferred).
Embraces new technology and its implementation into operations, with specific knowledge in Microsoft Office, Tripleseat, Toast POS, G Suite, or similar.
You might be a fit on the Level99 team if you…
Like to laugh, would be described as a “low maintenance, low drama” person, with a tendency to have a bit of fun while you work.
Have a high tolerance for ambiguity, like to go fast, and are excited to learn on the job.
Are just a little bit obsessive about getting the details right the first time.
Have a high energy personality, typically smiling, and like to “get it done now.”
Level99 is an E-Verify employer.
#J-18808-Ljbffr
We are seeking a Guest Experience Ambassador within our contact center, who has high standards and is effective in building relationships with staff and guests. The Guest Experience Ambassador position is an integral part of the Level99 team and involves working closely with the Guest Experience Manager. This role works closely with all departments including Events, Restaurant, Entertainment, and Tech/Engineering to uphold and maintain high customer service and hospitality standards.
The Level99 Guest Experience Ambassador demonstrates a joyful and positive approach to challenging situations and working with others. A successful Ambassador will display honesty and personal integrity that is above reproach, choosing humility over the need to “be right,” and in all things acts as though they are the Owner and Operator of their venue.
Responsibilities
Respond promptly and professionally to guest inquiries through phone, email, and live chat, ensuring accurate information and solutions that meet their needs.
Create positive connections with guests by actively listening, showing empathy, and genuinely caring about their concerns.
Investigate and resolve guest issues, taking ownership and following through until resolution. Escalate complex cases to the appropriate team members or supervisors as needed.
Become an expert on Level99’s offerings, staying up-to-date on new challenges, events, and daily operations, and use that knowledge to address guest questions and provide recommendations.
Maintain accurate records of guest interactions, including inquiries, complaints, and resolutions, ensuring guest profiles and databases are up-to-date.
Work closely with management to share guest feedback.
Continuously identify areas for improving guest service processes, suggesting solutions to enhance the overall guest experience.
Maintain a positive, upbeat, proactive attitude and inspire the same in co‑workers.
Other duties, as assigned.
Must-have Skills
Previous experience in customer service, events, or related fields.
Ability to build rapport with clients.
Ability to prioritize and multitask.
Positive and professional demeanor.
Excellent written and verbal communication skills.
Strong project management skills with the ability to supervise multiple projects.
Proactive problem solver with a passion for optimizing the Level99 Customer Experience.
Ability to work a flexible schedule based on business needs, including days, nights, weekends, holidays, and emergency responsiveness as required.
Able to work with all management teams to ensure optimal communication.
Ability to work well under pressure in a fast‑paced, ever‑changing environment.
A positive, joyful, upbeat, and energetic attitude—leading by example.
Night and weekend availability is a MUST.
Other Desirable (but Not Necessary) Skills & Experience Include
Customer Support & Client Services Occupations: 1 year (Preferred).
Embraces new technology and its implementation into operations, with specific knowledge in Microsoft Office, Tripleseat, Toast POS, G Suite, or similar.
You might be a fit on the Level99 team if you…
Like to laugh, would be described as a “low maintenance, low drama” person, with a tendency to have a bit of fun while you work.
Have a high tolerance for ambiguity, like to go fast, and are excited to learn on the job.
Are just a little bit obsessive about getting the details right the first time.
Have a high energy personality, typically smiling, and like to “get it done now.”
Level99 is an E-Verify employer.
#J-18808-Ljbffr