Guest Experience Specialist

About the role

Victra is Verizon’s trusted business partner and the largest premium retailer in the United States. As a Guest Experience Specialist, you will help Victra provide impeccable customer service in a fast-paced environment that values performance, integrity, collaboration, innovation, and celebration of success.

Responsibilities

• Respond to guest inquiries and complaints across multiple platforms
• Research and resolve guest escalations using first contact resolution discipline
• Track guest feedback to identify gaps and training opportunities that strengthen the guest experience and drive return business
• Work closely with other departments to minimize guest escalations
• Create presentations with captured guest-experience data to improve the guest experience
• Answer incoming calls, emails, and chats to resolve guest concerns and escalations

Requirements

• High school diploma or equivalent
• 1–2 years of experience in a customer service setting
• Previous help-desk experience is helpful, but not required
• Proficient in Microsoft Word, Excel, PowerPoint, and Outlook
• Effective communicator—clear and professional exchange with an ability to understand verbal cues

Physical requirements

• Ability to remain at your workstation for extended periods
• Work in an open call-center environment
• Ability to wear a face covering throughout a full work shift that covers your nose and mouth, or another sufficient alternative