Service Counselor - Guest Contact Center

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JOB SUMMARY:
Special Services Coordinator is responsible for providing outstanding customer service for all UO guests and client groups by working in a high paced Omni Channel support environment, handling guest service inquiries; including processing orders for Universal Orlando's products and services which include: Annual Pass Renewals, Flex Pay, Dining, E-mail, and Amazon. This position fields incoming live calls and email correspondences to address a variety of guest needs, including but not limited to: customer service, limited sales, basic troubleshooting and general product awareness and education for all Universal Orlando products and services.
MAJOR RESPONSIBILITIES:
Handle all inquiries regarding Flex Pay Annual Pass Accounts, Annual Pass Renewals, Dining and general Universal Resort information.
Educate guests on features and benefits of various tiers of annual pass products.
Handle assisting both external and internal guests with creating/modifying dining reservations for all UOR full-service restaurant venues via Zomato and OpenTable booking systems.
Assist guests with Print@Home ticket errors and resend requests for all supported Universal Theme Parks and Resorts provide general information via inbound or electronic channels.
Meet and maintain monthly performance metrics as defined by the company.
Maintains high quality standards including professionalism, product knowledge, policy and procedure.
Team Members will be required to be multi-skilled and will be cross-utilized within all channels within the Guest Contact Center based on service needs. This includes all inbound and written forms of communications supporting the internal/external client groups and stakeholders across Universal Orlando including, but not limited to, Annual Pass Brand Ops, Guest Services, Entrance Ops, Amazon, Universal Parks & Resorts Vacations, USH, E-Commerce, and E-mail.
Meet and maintain daily/monthly productivity metrics as defined by the company for Aux 9 (Personal Aux), Adherence, Attendance, Invalid Calls to GSS, Others as defined by the company
Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
Performs other duties as assigned.
SCOPE:
Semi-routine to a point with constant changes; majority of work covered by established policies and procedures. Some decision making. Exchange of information, which occasionally requires tact and/or diplomacy.
EDUCATION:
High school degree or GED is preferred.
EXPERIENCE:
2 years call center experience preferred, or equivalent combination of education and experience.
Working knowledge of the Internet and Microsoft Office is required.
Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.
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Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2022 Universal Studios. All rights reserved. EOE
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