Guest & Member Support Specialist II, Bilingual Spanish

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🔥 15 hours ago

🏈 Alabama, Colorado, +2 more states – Remote

🏈 Alabama – Remote ⛰️ Colorado – Remote 🥔 Idaho – Remote 🌾 Iowa – Remote

💵 $20 - $26 / hour

⏰ Full Time

🟠 Senior

🔴 Lead

💝 Customer Support

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Sky Zone

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2011

⚽ Sports

👥 B2C

Entertainment • Sports • B2C

Sky Zone is an innovative indoor trampoline park dedicated to providing exhilarating experiences for families and individuals of all ages. With a focus on active fun, Sky Zone features a variety of attractions, including various jumping zones, obstacle courses, and dodgeball courts, making it an ideal venue for birthday parties, group events, and daily entertainment. The park also offers memberships that provide added benefits and exclusive access to special events.

📋 Description

• Manage inbound and outbound guest interactions across email, text, chat, and phone with professionalism and composure. • Support higher-value bookings and nuanced membership conversations, including account changes and retention discussions. • Independently handle complex guest scenarios and escalations with sound judgment. • Resolve routine guest issues using documented processes while identifying opportunities to improve outcomes. • Consistently meet or exceed performance metrics related to quality, productivity, and service-level expectations. • Provide peer support and informal coaching to Specialist I team members, reinforcing best practices and standards. • Demonstrate strong autonomy in decision-making while maintaining alignment with company policies and brand standards.

🎯 Requirements

• Must be at least 18 years of age and possess a high school diploma or equivalent. • Bilingual in English and Spanish (spoken and written) required. • Availability to work a flexible schedule, including shifts between 9:00 AM – 9:00 PM EST with evening and/or weekend coverage required. • Prior experience in customer service or business processing environments required. • Demonstrated success in sales, retention, or conversion-driven performance with the ability to meet or exceed performance metrics. • A private, distraction-free workspace with reliable high-speed internet and consistent availability and focus during scheduled working hours. • Successful completion of a background check required. • Ability to remain stationary at a desk and work on a computer for extended periods while communicating effectively via phone and Microsoft Teams.

🏖️ Benefits

• medical, dental, and vision coverage • 401(k) plan with company matching