Guest Services Call Center Operator (Part-Time)
Sphere Entertainment Co. (NYSE: SPHR) is a premier live entertainment and media company. The Company includes Sphere, a next-generation entertainment medium powered by cutting-edge technologies to redefine the future of entertainment. The first Sphere venue in Las Vegas opened in September 2023. In addition, the Company includes MSG Networks, which operates two regional sports and entertainment networks, MSG Network and MSG Sportsnet, as well as a direct-to-consumer and authenticated streaming product, MSG+, delivering a wide range of live sports content and other programming. More information is available at sphereentertainmentco.com.
Who are we hiring?
*Candidates must have open availability, including weekends, with the ability to work any shift between 9:00 AM and 9:00 PM
The part-time Guest Services Call Center Operator is responsible for providing exceptional guest service to all Sphere Las Vegas guests. This role is responsible for handling guest communications via various points of contact, which include but are not limited to phone, email, chat and our Voice of the Customer platform.
What will you do?
- Handling calls, responding to customer emails, and effectively handling customer concerns in a professional and courteous manner.
- Assists in creating unique methods of resolving customer concerns and generates responses in writing or orally.
- As a collective Contact Center, fulfill anywhere from 1,000-3,000 Guest Services tickets per week on a range of issues.
- Respond to general customer queries typically related to event schedules, timing, policies, and accessibility; mediate and escalate requisite cases requiring additional attention to the Call Center Coordinator or Manager.
- Respond to customer queries related to accessibility including ticketing resolutions, arrival/departure, patron flow during events, special needs and requirements, and all other accessibility concerns.
- Processes and coordinates orders for patrons needing accessible accommodation for Sphere Las Vegas.
- Collaborates with the Box Office on ADA ticket inventory.
- May communicate with multiple areas of the company, particularly Live, Experiences and Operations.
What do you need to succeed?
- Excellent verbal and written communication skill.
- 1 year of call center/operator experience.
- Must have problem solving/conflict resolution skills.
- Must be able to handle heavy volume of customer communication (telephone and emails).
- Must be able to handle sensitive, heightened customer situations.
- Excellent computer skills (Word, Excel, Power Point).
Special Requirements
- Sitting for long periods of time.
- Ability to work a flexible schedule including nights, have split days off, work weekends and holidays in a 24 X 7 environment.
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At MSG, we recognize the importance of upskilling employees’ talents and strengths so they can drive their careers forward. We are proud to offer a robust set of tools and resources to help employees understand their interests and purpose, harness their talents and obtain the skills they need to reach the next step in their careers. Growth and longevity for our employees are top priorities here.
We value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law mandates, MSG complies with all applicable state and local laws governing nondiscrimination in all locations and will consider requests for reasonable accommodations as required.