At Ice Castles, we create an uplifting, magical experience for every guest. We depend on our positive, guest-oriented Engagement & Marketing team to ensure that every interaction with our guests makes a positive impact. We are looking to grow our team and need an outgoing, friendly, motivated individual who can thrive at conflict resolution and problem solving in a fast-paced, service-oriented environment.
As Guest Support Coordinator for Ice Castles, you will be on-call to communicate castle closures and weather advisories to guests and our third-party support team. This is a shared responsibility between the vice president, manager, specialist and coordinator via the Season On-Call Schedule. While on-call, the Guest Support Coordinator will assist with the following tasks:
- Answer questions asked via Slack by our third-party ticketing platform/customer support team, Leap, as they arise.
- Respond to customer support emails, including but not limited to donation requests, general inquiries and support needs.
- Review and resolve escalated customer support issues, including refund requests.
- Regularly review guest-facing materials, such as help articles, ticketing web pages, and google web pages to ensure they are accurate and up-to-date.
- Assist with administrative tasks as they arise, such as sorting through and addressing failed refunds.
- Collaborate with the Support Specialist and other members of the Engagement & Marketing team via regular calls and Slack to continuously improve guest communication.
HOURS: This position is part time (10-15 hours per week). Position is seasonal with a start around mid November through mid March.
JOB REQUIREMENTS:
- Must be able to work a flexible schedule.
- Must have the ability to work remotely.
- Must have a strong attention to detail.
- Must demonstrate the ability to craft customer service messages well.
- Must work well with a team.
PAY: $16-18 per hour
Ice Castles is an awe-inspiring, must-see winter phenomenon that brings fairytales to life. The frozen attraction is located in cities across North America. Ice Castles is built entirely by hand using hundreds of thousands of icicles hand-placed by professional ice artists. The castles include breathtaking LED-lit sculptures, frozen thrones, ice-carved tunnels, slides, and fountains.
