Guest Care Associate

Job Responsibilities

• Deliver excellent customer service to guests who call/email Guest Care for assistance. Collect/execute all call support activities including accurately noting calls, identifying accurate contact reasons, and following up with other departments to care for guest needs and resolve guest complaints/issues. (65%)
• Handle first-level escalation calls and/or emails, demonstrating advanced call control, de-escalation, and problem-solving capabilities (15%)
• Support additional channels and projects which may include: editing/altering guest reservations, working email support, providing training support to new associates or participating in test projects or focus groups or other various support/administrative activities(10%)
• Demonstrate solid understanding of contact center platform, systems, and tools to research guest issues and provide support in resolving issues(10%)

Critical Skills & Experience Requirements

• HS Diploma or Equivalent (Req)
• Associates or Bachelor’s in Business Administration or equivalent (Pref)
• 1+ years in Customer Service (in-person or over phone/email/chat) (Req)
• Demonstrate ability to build and maintain effective remote working relationships with multiple partners
• Demonstrate ability to handle escalated interactions and communicate effectively with peers and guests
• Ability to prioritize and balance multiple assignments
• Demonstrate the ability to research information to arrive at a valid conclusion and recommend an appropriate plan of action
• Strong Microsoft Suite skills (i.e., Excel, Word, Outlook, PowerPoint, Slack, Seven Rooms)
• Agile partner to adjust to moving business priorities
• Excellent phone etiquette and oral and written communication skills

BENEFITS

Free Play & 1/2 price food! Health, dental, vision, 401(k) team member match, free mental well-being platform – and that’s just for starters for those who qualify. View team member benefits here.

ADA
The above statements cover what are generally believed to be principal and essential functions of the job. Specific circumstances may allow or require some incumbents assigned to the job to perform a different combination of duties.
 
EEO Statement
Topgolf is a global sports and entertainment community and is committed to equal opportunity and is firmly committed to preventing discrimination and harassment, including sexual misconduct, based on legally protected diversity characteristics (such as race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity or expression, family status, citizenship, genetic information and veteran status) in its application and hiring processes and in its employment decisions.  As an affirmative action employer, Topgolf also takes steps to prevent retaliation and to create a respectful, equitable and inclusive environment for our Guests, Associates, business partners, vendors, and the communities we serve.
 
Topgolf is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.
 
Topgolf Entertainment Group does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website, employees or Human Resources. Topgolf will not pay fees for unsolicited agency resumes and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Topgolf Entertainment Group and will be processed accordingly without fee.
 
Topgolf participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.