Guest Experience Agent

Guest Experience Agent

The Guest Experience Agent handles customer inquiries via phone, email, chat, and in-person, providing accurate information on products, services, and policies. They resolve complaints, manage escalations, and ensure customer satisfaction. The agent follows up with customers, collaborates with other departments to improve service, and contributes feedback for process improvements. Performance is measured by response time, resolution rate, and customer satisfaction.

Essential Duties & Responsibilities

Respond to customer inquiries via Helpdesk, phone, email, chat, or in-person.

Provide accurate information about products, services, policies, or procedures.

Handle complaints, resolve issues, or escalate problems to supervisors when necessary.

Maintain a positive, empathetic, and professional attitude toward customers always.

Identify and assess customer needs to achieve satisfaction.

Offer solutions and alternatives to address customer concerns promptly.

Follow up with customers to ensure resolution of issues.

Stay updated on company products, services, and promotions.

Work closely with other departments (e.g., sales, technical support) to resolve issues.

Share feedback and suggestions to improve processes and customer satisfaction.

Meet or exceed performance metrics such as response time, resolution rate, and customer satisfaction scores.

Job Requirements

Experience in Customer Service, Retail, Food & Beverage Industry or similar role.

Problem Solving Skills.

Familiarity with handling escalations or complaints.

Working with multiple operating systems.

Strong verbal and written communication skills to clearly address customer concerns.

Ability to build rapport, show empathy, and maintain professionalism in all interactions.

Critical thinking skills to assess customer needs and provide effective solutions.

Familiarity with CRM systems (e.g. JIRA, Zendesk, HubSpot).

Computer skills Microsoft Office, Smartsheet's, Spreadsheets & Email Communications, Internet Navigating, Typing & Data Entry.

Ability to manage multiple tasks or inquiries simultaneously while meeting deadlines.

Active listening and attention to detail.

Benefits

We prioritize the health, wellness and work-life balance of our team members and designed our comprehensive compensation packages to reflect that. Full-time team members are eligible for medical, dental and vision insurance, life insurance, disability insurance, parental leave, 401(k) with company match, at-work dining perks, flexible schedules, generous PTO, and a total rewards program. Team Members can also use our inclusive employee assistance program. Part-time Team Members are eligible for our 401(k) with company match, at work dining perks and team members can also use our inclusive employee assistance program. Location-specific perks may also include wellness programming, on-the-job training, corporate-hosted courses, certifications and team events. #CUYALB1

About Continental Services

The Great Lakes Food & Beverage Leader Founded in 1989, Continental has grown from an office coffee and vending specialist to consistently ranking as one of the top events and contract dining and refreshment providers in the nation. Guided by industry leaders and powered by the largest collection of culinary talent in the Midwest, our award-winning team has a tireless commitment to high quality, innovative culinary offerings and unparalleled client and guest services. Our singular mission is to delight our guests, every meal, every day. It's no secret that food brings us together. A cup of coffee is a chance to meet someone new. A meal is an opportunity to collaborate. At Continental, developing experiences that connect people is at the heart of everything we do. Discover first-hand the passion of a full-service team committed to your vision and customizing services to support it. Micro-Markets Food Delivery Full-Service Dining Innovative Vending Office Coffee & Water Pantry Services Barista Bars Catering Premier Events Looking to grow your career on your terms? Get to know us more. We Are Curious. Bold, original thinking, and an innate curiosity for what's new and next drives us to shake things up and create remarkable experiences. We Dream Big. We embrace the unknown and adventures big and small, individually and collectively. By being proactive and continuously striving for more, we continue to grow personally and professionally. And we're not afraid to dig into a challenge. We Champion Each Other. Collaboration, teamwork, and trust aren't just buzzwords to usthey truly define our culture. We do more than just dish up great meals. Continental creates memorable experiences every day at our markets, corporate cafs, premier events and more. If hospitality is in your DNA, if you're passionate about making difference, if you're eager to roll up your sleeves and be part of a team, we're looking for you.