Guest Experience Representative

Join the Oklahoma City Thunder as a Guest Experience Representative and play a key role in enhancing the fan experience at our home games!

Responsibilities

• Work 90% of all home games, department events, and potential home playoff games.
• Support the Guest Relations department at Fan Information Booths by addressing fan needs, concerns, and inquiries, and providing solutions for fan issues.
• Deliver exceptional customer service by providing event information such as directions, policies, procedures, activation details, and theme night information.
• Proactively engage with fans to address inquiries, escort them to seat locations, attractions, and amenities within the arena.
• Serve as a knowledgeable guide at the Paycom Center, answering questions about arena policies, premium spaces, fan activations, and wayfinding.
• Assist fans with mobile ticketing, Thunder Mobile App, and Thunder Rewards education.
• Help fans with their departure, offering helpful information and a fond farewell.
• Collaborate with arena staff, Thunder staff, and third-party vendors to resolve issues.
• Assist with setup and breakdown of the Fan Information Booth.
• Organize promotional materials and resolution items.
• Develop a solid understanding of the “CLICK! With Your Guests” training program, focusing on the organization’s key service values: Communicate Courteously, Listen to Learn, Initiate Immediately, Create Connections, and Know Your Stuff.
• Perform other duties as assigned.

Requirements

• Minimum age requirement: 18 years.
• Outstanding leadership skills and ability to be a proactive problem-solver.
• Self-motivated with the ability to work independently or collaboratively while maintaining a positive attitude.
• Ability to handle tough situations in a fan-centric manner.
• Strong multi-tasking and organizational skills with attention to detail.
• Polished communication skills, comfortable speaking with diverse demographics in public settings.
• Strong listening skills, including the ability to empathize with fans and community members.
• Retail or customer service experience is preferred.
• Bilingual in English and Spanish is preferred.

Schedule

• Part-time hourly position with shifts typically beginning 2.5 hours prior to tipoff and lasting up to 45 minutes post-game.
• Work schedule includes evenings, weekends, and holidays.
• Adaptable to shifting responsibilities and staffing assignments as needed.

Physical Requirements

• Shifts may last up to six hours at a time.
• Occasional lifting up to 50 pounds.
• Ability to stand for the entire shift.
• Work environment includes loud in-arena noise and flashing lights.

This position reports to the Guest Experience Coordinator and is based at the Paycom Center in downtown Oklahoma City.