Guest Services Coordinator

SUMMARY  

At Magnolia, the Guest Services Coordinator will be responsible for communicating with Magnolia guests regarding a variety of topics including order-related inquiries, shop and product questions, and Magnolia Network-related questions, as well as visiting the Waco properties. A Guest Services Coordinator must be a reliable self-starter who is dependable. They must also possess strong interpersonal, customer service, and communication skills along with the capacity to respond to requests with varying degrees of complexity in a short amount of time. Must be a quick learner and nimble with a strong ability to multitask and be familiar with online retail customer service practices. This position will be fully remote and report to the Operations Manager.  

 ESSENTIAL DUTIES AND RESPONSIBILITIES  

• Interact daily with Magnolia Guests via email, chat, and phone delivering white glove service by responding and resolving guest inquiries efficiently without sacrificing resolution quality 
• Approach guests with an empathetic customer-centric mindset 
• Lead with curiosity to gain a clear understanding of what the guest is trying to accomplish 
• Be accountable for service-level agreements* 
• Seamlessly handles multiple communication channels and action items simultaneously* 
• Review previous guest interactions to ensure all outstanding concerns have been addressed*  
• Provide accurate, valid, and complete information about Magnolia products and services by using the right resources/tools* 
• Approach concerns with creative problem-solving in an effort to resolve guest concerns in a way that is mutually beneficial for the guest and the business  
• Possess a keen attention to detail  
• Participate in and facilitate special projects as required 
• Follow communication procedures, guidelines, and policies*  
• Perform other duties as assigned

*Metrics evaluated on Performance Review 

COMPETENCIES  

• Teamwork: Contribute to a team environment supporting diversity, equity, inclusion, and belonging. Work effectively with others, be a team player and contribute toward team goals.  
• Critical Thinking: Ability to identify trends and patterns.  
• Expertise: Expert in knowledge, skills, tools, and techniques relevant to specialization. Able to develop expertise in related area(s).   
• Communication: Actively engage in listening to teammates and guests and be open to feedback from guests, peers, and management.  
• Guest Focus: Ability to proactively understand and meet guest needs, ensuring a personalized and guest-centric experience.  
• Strategy and Goal Setting: Approach change with positivity and curiosity. Know your role in achieving team goals.  
• Hard skills: Proficiency in Zendesk (or similar CRM), Microsoft Excel, PowerPoint, and similar products from Microsoft Office required.   

  ELIGIBILITY QUALIFICATIONS  

• Associate’s degree or equivalent customer service leadership experience  

PHYSICAL DEMANDS  

<