Description

Job Description

Baltimore Ravens

Guest Service Ambassador - Command Center

Dept: Guest Experience

Gameday / Hourly Role

At M&T Bank Stadium, it is our goal to offer the best level of guest service to all that enter our stadium and give them a one-of-a-kind experience that they cannot receive anywhere else. The Guest Service Ambassador Command Center role, under general supervision, is responsible for coordinating service calls between guests and GSA Supervisors. This role will answer guest service calls; document and dispatch service calls to proper personnel; and monitor the guest service's email box during gamedays. Acts as liaison between the Ravens and stadium partners within the command center ensuring all requirements are met and Ravens' mission, common purpose, and quality standards are adhered to. This role is ideal for a friendly, outgoing person who will focus on service recovery and the guest experience at M & T Stadium.

Essential Job Duties and Responsibilities:

• Answer calls and input guest issues, suggestions, and complaints into 24/7 monitoring system
• Create and monitor tasks entered in 24/7 monitoring system
• Dispatch calls to applicable personnel for service recovery during an event
• Monitor guest services email in real time and dispatch service requests

Basic Expectations:

• Natural ability to communicate comfortably and professionally with others.
• Ability to work well in a team-oriented environment.
• Maintain a calm, professional attitude when working with patrons, regardless of the situation.
• Proactive willingness to address all issues presented.
• Ability to multitask and prioritize tasks when necessary.
• Ability to use a computer and MS Office
• Ability to use mobile communicator.
• Ability to work in variable temperatures, including extremely hot and cold weather.
• Have Fun!

Availability:

• MUST BE available all Ravens Home Games and 3 Special Events: 10 games per season (possibility of up to 2 additional playoff games), flexible with schedule including: days, nights weekends and holidays. -No More than 3 absences
• Please Note: Assistance at additional events may be required.
• Training dates that will be taking place prior to season starting and mid-season

Required Education and/or Experience:

• High School diploma or GED
• Dispatch or Command Center experience
• Any experience in a customer service role

Pay: $16.50/hour

As an equal opportunity employer, we consider candidates from all backgrounds and identities. We encourage individuals from all ethnicities, sexual orientations, gender identities, socio economic status, as well as military veterans and individuals with disabilities, to apply.