Seasonal Guest Services Coordinator

About the role

This is a temporary seasonal position that supports Magnolia’s Guest Services team during the busy holiday season. The Seasonal Guest Services Coordinator works remotely, reports to Guest Services Leadership, and has no supervisory responsibilities.

Responsibilities

• Respond to guest inquiries via email, chat, and phone, delivering white-glove service while resolving issues efficiently without sacrificing quality
• Approach each interaction with empathy and a customer-centric mindset to understand individual needs and create positive experiences
• Ask clarifying questions to uncover guest goals, concerns, and desired outcomes
• Provide accurate, valid, and complete information about Magnolia products, services, and experiences using available resources and tools
• Review previous guest interactions and account history to ensure all outstanding concerns are addressed and resolved
• Manage multiple communication channels and competing priorities while maintaining service quality and response expectations
• Meet established service-level agreements and performance expectations while maintaining a high standard of guest care
• Use creative problem-solving to resolve guest concerns in ways that benefit both the guest and the business
• Document guest interactions and maintain accurate records within customer service systems
• Research guest concerns, escalate issues when appropriate, and ensure timely follow-up and resolution
• Participate in and support special projects, process improvements, and departmental initiatives as needed
• Identify recurring guest trends and opportunities for process and product improvements, escalating insights as appropriate
• Support departmental initiatives and special projects that advance Guest Services and the broader business
• Contribute to continuous improvement initiatives that enhance the guest experience and operational efficiency
• Follow established communication procedures, guidelines, and policies
• Support additional operational workflows, guest experience activities, and departmental initiatives as assigned based on business needs

Competencies

• Teamwork: Contribute to a team environment supporting diversity, equity, inclusion, and belonging; work effectively with others and contribute toward team goals
• Critical Thinking: Ability to identify trends and patterns
• Expertise: Expert in knowledge, skills, tools, and techniques relevant to specialization; able to develop expertise in related areas
• Communication: Actively engage in listening to teammates and guests and be open to feedback from guests, peers, and management
• Guest Focus: Proactively understand and meet guest needs, ensuring a personalized and guest-centric experience
• Strategy and Goal Setting: Approach change with positivity and curiosity; know your role in achieving team goals

Requirements

• High school diploma or GED equivalent required; Associate’s degree or equivalent customer service experience preferred
• 1–2 years of related work experience required
• Previous experience in eCommerce, onsite retail, hospitality, or a similar guest-facing environment highly preferred

Skills

• Proficiency in Zendesk (or similar CRM), Microsoft Excel, PowerPoint, and similar products from Microsoft Office required

Physical demands

• Sit for extended periods
• Use a computer keyboard and mouse proficiently
• Have good near vision for screen work
• Communicate effectively through audio and video calls
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Work environment

This position works remotely and requires a reliable internet connection and a dedicated, distraction-free workspace that allows the employee to communicate professionally with guests via phone, chat, and email. The employee is expected to maintain an environment conducive to focused work, virtual meetings, and collaboration within a distributed team while consistently meeting established service and performance expectations.