JOB SUMMARY:

The Guest Services and Contact Center team members are responsible for the daily management of the The Launch and customer service contact center for LineUp at Wai Kai. This position reports to the Launch Manager and is responsible for driving the success of customer service, sales, and relations.

This position will be expected to deliver and promote prompt, courteous, and friendly service to all residents, guests, and employees. Creating remarkable experiences for our Club Members before, during, and after every visit.

DUTIES/RESPONSIBILITIES:

• Creating a customer service driven culture within the team through daily communication and support.
• Ensuring a strong focus on customer service in a fast-paced environment.
• Answering customer calls, listening to their concerns, and solving problems.
• Handle both inbound and outbound phone conversations with clients
• Processing guest payments.
• Updating Customer Profiles.
• Working with the Launch Manager to streamline and enhance the experience.
• Manage customer service hotline and contact outlets.
• Develop and maintain relationships with guests.
• Work together as a team to reach common goals.

WHO WE ARE LOOKING FOR:

The LineUp is looking for highly organized candidates with excellent people skills for the position of a guest service representative. Guest service representatives are responsible for providing front desk services to guests, undertaking various administrative duties, answering inbound calls, outbound calls, and diffusing conflict or tension among other duties.

The most effective guest service representatives will have tremendous patience when dealing with guests and accommodate their every need with enthusiasm and poise. A thorough understanding of customer service strategies, venue operations and how to meet and exceed customer needs will be important.

• Willing to work the other areas related to customer service team to set an example of good customer service to the staff and to offer support during busier times.
• Can anticipate potential customer needs, traffic, and plan accordingly.
• Exceptional active listening and verbal communication skills.
• The ability to solve problems
• Embodies our sustainability mission and set the tone for the customers.
• Skills, knowledge and interest in surfing, stand-up paddling, kayaking, OC or other water sports is ideal but not required