Guest Services Agent

2 months ago

Vancouver, Canada Enchant Christmas Light Maze & Market Full time

**YOUR MISSION IF YOU CHOOSE TO ACCEPT IT...**:
You will be the first glimpse of Enchant Magic our guests get to experience. Guest Service Agents are going to incite joy and connection to our Enchant lore before the guests even walk through our front gates. Join our team of magic makers to support guests in general inquiries, event specifics, and purchasing tickets to a world class event that includes an amazing light maze, food, drink, and Christmas Village experience while amplifying the Enchant story of innovation, creation and magical moments.

Enchant is looking to fill a seasonal role with start dates beginning in December until January 2023. Given Enchant is growing rapidly, there may be the potential to continue working with our organization.

**WHO WE ARE**:
We are creators of a magical event called Enchant Christmas. We have hosted over three million guests over the past 5 years and have experienced significant growth. While Christmas is a big part of what we do, it is only the beginning of where we intend to go.

**WHAT YOU WILL BE ACCOUNTABLE FOR**:

- Ensuring delivery of excellent customer service through fast and accurate processing of orders, communications, and coordinating with other departments to resolve guest inquiries.
- Ensuring to always remain positive and cheerful even in highly stressful situations
- Ensures guests are wowed by the guest service experience by ensuring customer phone queues are serviced quickly but still in line with Enchant Magic and in an orderly fashion
- Ensures approved ticket changes are processed accurately, and any changes are clearly explained, and each guest is assisted with any other inquiry they may have
- Working closely with other internal departments to assist guests in inquiries that are outside the Guest Services Department.
- Ensures guests are always provided correct information regarding, policies, event specifics, and ticket types

**WHAT YOU BRING TO THE TEAM**:

- Position does require the applicant to have usable access to a laptop or desktop computer, a usb headset, and a fast internet connection
- Experience in customer service or guest services is greatly preferred
- Enthusiastic about interacting with and helping guests
- A passion for customer service and delivering exceptional results.
- Strong communication and problem solving skills
- Strong computer skills and knowledge is required
- Willingness to be cross trained and be floated to different support teams depending on guest need (social media, chat, phone, NPS, escalations, enchant shop, etc.)
- Self-directed, extremely organized and meticulous with attention to detail
- Ability to reflect a professional image while maintaining guest privacy
- Ability to handle a large volume of phones calls and digital communications
- A sincere desire to help create magical memories.
- Your own personal values are aligned with those of Enchant; Driven, Courageous, Sincere, Magical.

**All staff must be prepared to work weekends and holidays.**

Enchant is an equal opportunity employer. We welcome members of all backgrounds and perspectives to apply. We’re committed to continually developing and upholding an inclusive and diverse environment where every voice, perspective, and idea is heard. We embrace differences and know that our diverse team is our strength and what drives our innovation.

CA

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