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 may 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.