Guest Excellence Advisor - Merlin Entertainments - Corporate

About Us

LEGOLAND Florida Resort is a 150-acre interactive theme park dedicated to families with children between the ages of 2 and 12. With more than 50 rides, shows, and attractions, and uniquely themed LEGOLAND Water Park, LEGOLAND Hotel, and LEGOLAND Beach Resort inspired by the LEGO and DUPLO brands, LEGOLAND is geared towards family fun!

About the Role

This is an on-site, seasonal opportunity with full time working hours.

As a Customer Service Representative at LEGOLAND Florida Resort, you will play a crucial role in providing exceptional service to our guests. Your responsibilities will include answering incoming calls and making outbound calls, handling bookings, and processing payments for all Merlin Entertainments North American Attractions and Resort Hotels. You will also be the first point of contact for customer inquiries, ensuring that all non-sales related questions are answered promptly and professionally. Additionally, you will have the opportunity to upsell additional products and maintain a positive company image through phone, email, and web chat interactions.

What You'll Be Doing

• Deliver a "BEST IN CLASS" Guest Excellence experience through phone, email, or web chat interactions with guests.
• Handle customer calls, bookings, and payments for North American attractions and Resort Hotels, while cross-selling additional products.
• Address non-sales related inquiries with professionalism and provide accurate and satisfactory answers to customer queries and concerns.
• Record customer details accurately in booking and CRM systems.
• Ensure customers are aware of the terms and conditions, maintaining full company compliance.
• Collaborate with the call center team, offering assistance to colleagues as needed.
• Assist Guest Excellence Coaches with special projects and other reasonable activities required for the role.
• Maintain a positive attitude and work collaboratively toward common objectives.
• Accurately record data such as personal information and promotional codes.
• Meet and exceed performance targets for quality, quantity, and sales.
• Securely record customer payment details following company procedures.
• Assist with the distribution of information and communication of new product updates.
• Attend regular one-on-one meetings with Guest Excellence Coaches.
• Attend daily team briefings to stay informed about product knowledge and changes in business processes and policies.
• Offer alternatives to customers when their original request is unavailable, following the Duty Manager's guidance.
• Manage call flow and queues, taking action to answer calls promptly, even during break times if necessary.
• Use the correct work codes and dispositions in the phone system to ensure accurate reporting and improve Call Center productivity and KPIs.
• Make decisions within established guidelines, referring out-of-scope requests to the Duty Manager.
• Assist in training new employees as required, following the development plan proposed by Guest Excellence Coaches.
• De-escalate situations involving dissatisfied customers by offering patient assistance and support, identifying the cause of the issue, and explaining possible solutions.
• Guide callers through troubleshooting, navigating the company site, or using products and services effectively.
• Suggest ways to enhance productivity to Guest Excellence Coaches and implement them as directed.
• Work collaboratively to achieve common goals, including Call Center KPIs related to Guest Excellence and Sales/Customer service delivery.

Health & Safety:

Employees are responsible for the safety of themselves, their colleagues, and guests (where appropriate), in line with the Group Policy (HS001) and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake, and they must not use any tools or equipment for which they have not been trained.  Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.

Who We're Looking For

We are seeking candidates who meet the following qualifications:

• Be 18 years of age or over (Essential)
• At least 6 months of experience in a Call Center Receptionist environment, answering multiple telephone lines in a fast-paced and dynamic business environment.
• Minimum of 6 months of Web/Live Chat experience.
• Positive interpersonal style with the ability to maintain a balanced demeanor and provide excellent customer service.
• Outstanding telephone communication and strong front-office communication skills.
• Knowledge of office support functions and equipment.
• Computer literacy with the ability to use multiple programs and systems.
• Familiarity with Microsoft Office products.
• Strong organizational skills, attention to detail, and the ability to handle multiple priorities.
• Exceptional interpersonal and rapport-building skills.
• Strong typing and grammar skills.
• Ability to quickly recall names and phone numbers.
• Flexibility and the ability to work cooperatively with diverse work styles.
• Great time management abilities.
• Commitment to maintaining and improving quality results by adhering to standards and guidelines.
• Willingness to update job knowledge by studying new product information and participating in educational opportunities.
• Open availability to work 5 out of 7 days a week, including weekends and evenings.