Guest Experience Representative

Description

The Oklahoma City Thunder is seeking friendly and engaging individuals to help enhance the fan experience at our home games! As a Guest Experience Representative, you will ensure our fans are taken care of with the utmost care and attention from arrival to departure. Your responsibilities will include building a welcoming environment as the first impression for all who visit the arena and ensuring all fans have a fun experience while cheering on our Thunder basketball team.

In this role you will:

• Ability to work 90% of all home games, department events, as well as potential home playoff games
• Support the Guest Relations department by working at our Fan Information Booths, addressing fan needs and concerns, responding to fans inquiries, and providing solutions for fan issues
• Deliver customer service to fans and front-line staff by providing applicable event information (directions, policies and procedures, activation information, theme night information, etc.)
• Proactively engage with fans to address their inquiries and escort them to seat locations, attractions, and amenities within the arena
• Serve as a knowledgeable guide at the Paycom Center, equipped to answer questions regarding arena policies and procedures, premium spaces, fan activation, and wayfinding
• Assist fans with mobile ticketing questions, as well as provide education about the Thunder Mobile App and Thunder Rewards
• Assist fans with their departure at the end of each game, offering helpful information and a fond farewell as they exit the arena
• Work closely with Paycom Center staff, Thunder staff, and third-party vendors to resolve issues
• Help with the setup and breakdown of the Fan Information Booth
• Organize promotional materials and resolution items
• Develop a solid understanding of the “CLICK! With Your Guests” training program that revolves around the organization’s key service values of Communicate Courteously, Listen to Learn, Initiate Immediately, Create Connections, and Know Your Stuff
• Perform other duties as assigned

What you’ll bring to the role:

• Minimum age requirement: 18 years
• Outstanding leadership skills and ability to be a proactive problem-solver
• Self-motivated with the ability to work independently or collaboratively with teammates while maintaining a positive attitude
• Ability to handle tough situations in a fan-centric manner
• Strong skills in multi-tasking and organizing, with attention to detail
• Polished communication skills, comfortable speaking with people from all demographics in public settings
• Strong listening skills including the ability to empathize with our fans and people in our community
• Retail or customer service experience is preferred
• Bi-lingual in English and Spanish is preferred

Additional information:

Work schedule will include evenings, weekends, and holidays. Shifts typically begin 2.5 hours prior to tipoff and last up to 45 minutes post-game. Adaptable to shifting responsibilities and staffing assignments as needed. Physical requirements of the job may include shifts up to six hours at a time, occasional lifting up to 50 pounds and working in the presence of loud in-arena noise and flashing lights. Ability to stand for the entire shift. This is a part-time, non-exempt position reporting to the Guest Experience Coordinator. Primary work location will be Paycom Center located in downtown Oklahoma City. Employees are encouraged to be fully vaccinated for COVID-19.

We value diversity, equity, and inclusion, and we know that teams with a variety of backgrounds, perspectives and skills make a stronger company As an Equal Opportunity Employer we consider applicants fairly on the basis of qualifications, experience and business needs and provide equal opportunity regardless of race, color, ancestry, age, sex, gender identity, religion, disability, ethnicity, national origin, veteran status, marital status, pregnancy, or any other legally protected status. We also consider applicants regardless of past legal system involvement, considering the needs of the role, nature of and recency of legal history. We are committed to a welcoming and inclusive environment for all employees through our culture of RAVE – Respect and Value Everyone.

Qualifications