Guest Experience Specialist

REPORTS TO: Guest Experience Director HOURS: 10:30AM-7:00PM EST LOCATION: Louisville, KY (Middletown) PAY/SALARY: $16 - $18 per hour (determined by experience) General Job Overview: The primary job of the Guest Experience Specialist is to ensure all calls & digital communications coming into TTS are taken care of and receive excellent customer service!

Duties and Responsibilities

Serve as the “first touch” our clients and guests have with our company. Answer inbound phone calls and digital communications and distribute to the appropriate departments as necessary. Modify, cancel, and create new guest reservations in booking management system. Answer each guest’s questions thoroughly and provide additional guidance and resources.

Maintain a detailed database with entries showing all communications that require trackable notes. Other miscellaneous administrative duties as needed. Will be required to cover 1-2 Saturday shifts (9:45am-4:15pm EST) per month in a rotating team schedule. Will also be expected to sign up for extended call-shift hours as needed.

Saturdays and extended call-shifts can be worked remotely. Required Skills/Traits: Must have patience with all guests and provide assistance in a genuine, caring manner. Must demonstrate outstanding customer service skills, maintaining a positive attitude and professional demeanor in all customer interactions. Ability to manage challenging situations and develop solutions to real-time problems.

Strength in multi-tasking – Must be able to handle multiple phones, projects and tasks at once. Detailed orientated – Requires proper tracking, note taking and reporting. Strong organizational skills required. Good communication skills Ability to balance individual and team responsibilities. Must be willing to show openness and acceptance to others, welcome feedback and support the company’s efforts to succeed as a whole Abilities and Experiences: Experience with Microsoft Word, Outlook and Excel is a must.

Customer Service experience is a benefit. Salary and benefits commensurate to education and experience. This job will require a non-compete agreement to be signed as a condition of employment. This position is in-office only. Office location is 12910 Shelbyville Road, Louisville, KY 40243. Remote positions are not available at this time.