Guest Experience Representative

The Forge:
Lemont Quarries Guest Experience Representative Lemont, IL
· Part time Company website Apply for Guest Experience Representative

The Guest Experience Representative is in charge of answering all online customer inquiries in a timely fashion and disseminating accurate information either via phone, email, chat, and some social media platforms.

An innovative leader in outdoor recreation, The Forge:
Lemont Quarries is a state-of-the-art adventure park designed to deliver unique year-round activities for adventurers of all ages and abilities, most recently named Midwest Living’s Best Adventure Park for 2023 and a finalist in USA Today
10

Best’s Best Aerial Adventure Parks. Located 22 miles from Chicago at 227 Heritage Quarries Drive in the southwestern suburb of Lemont, this park features a versatile and wide-ranging mix of recreation including the world’s largest aerial adventure course, designed with accessibility and inclusivity in mind, along with archery, axe throwing, mountain biking, paddle sports, tactical laser tag, and more.

With the mission to delight guests by providing transformational outdoor experiences built around personal challenges facilitated through an accessible community, the park also offers technology allowing those with disabilities the opportunity to participate in various experiences throughout the park. Patrons can purchase Explorer Day Passes, Climb & Zipline Adventure Pass, and a Kids Adventure Pass. Multiple parking lots are available within the Heritage Quarries Recreation Area near the property, including handicap accessible parking.

For more information, please visit

The Guest Experience Representative is responsible for all cycles of the customer service process as well as some basic sales cycles. The Guest Experience Representative is in charge of answering all online customer inquiries in a timely fashion and disseminating accurate information either via phone, email, chat, and some social media platforms. The goal of this role is to ensure brand standards of excellence and maintain high customer satisfaction.

This is a seasonal, part-time hybrid position

PRIMARY JOB RESPONSIBILITIES

The Guest Experience Representative develops, implements, and continually evaluates the sales and customer service cycles, with short- and long-term goals that support the mission of The Forge Adventure Parks. Responsibilities include, but are not necessarily limited to:

• Manage high volume of online inquiries through our website, affiliated emails, and social media channels.
• Communicate with guests on pre-scheduled phone calls to answer questions, book parties, and handle complex transactions.
• Respond to website and email inquiries, and social media messages and comments within 24 hours
• Manage and create reservations in the ROLLER booking platform including but not limited to activity tickets, reservation updates, rainchecks, and gift cards.
• Sends weekly group update on Thursday to all upcoming weekend events
• Communicate with guests and staff in a professional and friendly manner that instills trust, support, and creates an incredible experience
• Generate sales leads and send to the Group Events Coordinator where appropriate
• Identify and assess customers needs to achieve high customer satisfaction
• Handle customer complaints providing appropriate solutions and escalating them as necessary
• Book and follow up on basic events such as birthday parties, outings, and more.
• Answer basic questions regarding the operation of the park
• Work in a front desk capacity at the adventure park as needed, providing a great first impression
• Any additional duties as needed

QUALIFICATIONS & REQUIREMENTS

• Confident and comfortable in working with guests and colleagues of all backgrounds
• Ability to sell on an as needed basis
• Familiarity with Hubspot a plus
• Ability to multitask and manage time efficiently
• Super-freakin-awesome communication skills. Seriously, you must possess the ability to communicate clearly and concisely, both orally and in writing
• You need to be well-versed in modern computing platforms and be proficient in using Google Suite and Microsoft Office
• High school…