Guest Loyalty Membership Agent

Responsibilities

• Aid Guests with general questions and support surrounding the Membership program.
• Provide one-call resolutions to quickly resolve inquiries.
• Answer incoming calls regarding cancellation requests, account changes, refunds, and other requests based on company policy.
• Process outbound calls to existing Members regarding account updates as needed.
• Document and process account changes within CRM.
• Maintain productivity expectations while providing a high regard to Guest service.

Qualifications and Skill Requirements

• Professionalism with Guest focus and high regard to providing the best Guest service.
• Excellent computer skills and ability to multi-task in a high-paced work environment.
• Data entry skills with an emphasis on attention to detail.
• Excellent verbal and written communication.
• Strong people skills including being informative while listening.
• Minimum of two years call center experience emphasizing in collections and contractual agreements preferred.
• Familiarity with Five9 and/or Salesforce preferred.

Internal Processes

• Manage requests that come in through inbound Phone Calls, Salesforce, Zendesk, and the daily email inbox.
• Promptly respond to any and all emails/leads and strive to respond to all Guests in less than 24 hours.
• Check voicemail box daily to respond to inquiries.
• Perform daily tasks efficiently with little to no direction.
• Be prompt and expedite all daily objectives.
• Be a team player and help each other.

Guests Requests

• Aid Guests with general questions about their account.
• Hold Guests accountable to the contract terms of their membership agreement.
• Work with Park Leadership and Operations Managers to troubleshoot Guest requests that require additional assistance.
• Process refunds, cancellations, and other requests as based on company policy.

Company Description

Unleashed Brands was founded to curate and grow a portfolio of the most innovative and profitable brands that help kids learn, play, and grow. Over the last 10 years, the team at Unleashed Brands has built a proven platform and know-how for scaling businesses focused on serving families. Its mission is to impact the lives of every kid by providing fun, engaging, and inspiring experiences that help them become who they are destined to be. Unleashed Brands has more than 350 locations open and in development with plans to open more than 100+ new units annually over the next 5 years. For more information, please visit www.unleashedbrands.com.

Commitment to Equal Opportunity

Unleashed Brands is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. ADA Consistent with the Americans with Disabilities Act (ADA), Unleashed Brands will provide reasonable accommodation to participate in the job application or interview process when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. Unleashed Brands is proud to be an equal-opportunity employer.