Guest Service Representative Lead

Job Title: Guest Service Representative Lead 

Class: Part-time, Non-Exempt 

Reports to: Director of Guest Experience 

Location: Arena 

Pay: 19.40

The Milwaukee Bucks are looking for dedicated people who accept diversity, equity & inclusion in a workplace where everyone feels valued and encouraged. 

It all begins with outstanding talent. It all begins with YOU! #FearTheDeer 

What We Offer:

• Mental Health Resources
• On-the-job Training
• Milwaukee Bucks and NBA League Discounts
• Employer Paid Parking

Summary:

Guest Service Representative (GSR) Lead provides exceptional service to thousands of guests attending games, concerts and events at the Fiserv Forum and Deer District, while aiming to achieve the organization mission to be the most successful, diverse, and inclusive sports and entertainment company in the world. 

This position provides support to GSRs and coordinates with the Guest Experience Supervisors to ensure all event needs and GSR coverage is met. 

This role has union representation by MASH. 

Responsibilities:

• Provide guests with a high-level of service by answering questions, giving information, and quickly responding to their needs. 
• Maintain a positive, upbeat demeanor while working in a fast-paced, high-profile environment, and welcome the opportunity to resolve any guest concerns or conflicts quickly and efficiently. 
• Assist with the distribution of event equipment and set up. 
• Support guests and GSRs in assigned areas with guest and event tasks. 
• Issue and report guest warning cards as appropriate. 
• Coordinate with supervisors, management, and security on guest matters in a timely manner, as appropriate. 
• Provide guidance and support for team members as they learn new skills. 
• Cover GSR event positions as needed. 
• Occasionally assist with pre-event set up and post-event clean up. 
• De-escalates matters as needed. 
• Serve as an intermediary guest resolution point between GSR and Supervisor level. 
• Documents, tracks, and logs event information as appropriate. 
• Other duties as assigned 

Qualifications:

• Must have demonstrated proficiency and ability to cover the following GSR positions; Ticket Taking, Greeter, Escalator, Hospitality/Suite/VIP Areas, Main and Upper Concourse Usher, Escalator and Mobility Team. 
• Must have demonstrated knowledge of building, and guest policies. 
• Proven leadership and de-escalation skills. 
• 18 years or older is required 
• Prior leadership experience preferred. 
• Must be comfortable in large crowds. Noise levels in the work environment are frequently loud. 
• Ability to work both indoors and outdoors; may be exposed to all weather conditions, including extreme heat and cold. 
• Excellent customer service and communication skills. 
• Ability to remain calm and focused in a fast-paced, high-attendance environment with diverse guest demographics. 
• Ability to exercise sound, objective judgment to diffuse volatile and confrontational situations. 
• Ability to memorize the layout of the Fiserv Forum and Deer District (seating sections, restroom and concession stand locations, attractions, etc.) in order to best assist guests. 
• Maintain a neat, professional appearance as outlined by the Milwaukee Bucks and Fiserv Forum team member handbook. 
• Be available to work at least 60% of scheduled Bucks, Fiserv Forum and Deer District events each month. 
• Work a flexible schedule (variety of shifts) to include weekends and evenings and some holidays. Some overtime may be required. 
• Ability to stand for an entire shift. (Reasonable accommodations will be made in accordance with the Americans with Disabilities Act.) 
• Ability to walk throughout venue, up and down stairs, and on uneven surfaces, and ramps. (Reasonable accommodations will be made in accordance with the Americans with Disabilities Act.) 
• Ability to bend, work in high elevations (all levels of the arena) and enclosed spaces (including elevators).

All offers for employment with the Milwaukee Bucks are contingent upon the candidate having successfully completed a criminal background check. We will consider people with criminal histories in a manner consistent with the requirements of applicable local, state, and Federal laws.

The Milwaukee Bucks is an Affirmative Action and Equal Opportunity Employer, Ethnic Minority/Women/Disabled/Veteran/Gender Identity/Sexual Orientation. 

We provide our employees with a robust employee benefits plan that focuses on the mental and physical wellness of our team. We strive to offer a flexible work environment that allows our team members to be productive in both their work and home lives.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.