Guest Engagement Specialist (Bilingual)

Job description

RaceTrac Company Overview Job Description: The Guest Engagement Specialist (Bilingual) receives and resolves guest service issues in prompt, efficient, and courteous manner. This individual provides exceptional guest service and works with other departments to provide resolutions. The Guest Engagement Specialist provides the ‘WOW’ guest experience, striving to turn all guests into TracFanatics. What You'll Do: Provides the ‘WOW’ guest experience to all guests by ensuring guest service issues are resolved in a prompt, efficient and courteous manner. Receives incoming calls from guests and internal employees via guest service hotlines, emails, and U.S. mail. Answers calls and retrieves messages daily; records each into the appropriate database. Forwards all messages to the appropriate party for review and resolution, and ensures complaints are handled within a 24-hour time frame. Notifies designated individuals of any unresolved issues. Monitors open issues in the Guest Service database to ensure there has been follow up and/or a resolution. Researches database for archived or current complaints for the Legal Department, as needed. Provides information to external companies inquiring...