Live Chat Support Specialist

Job Overview

United Parks & Resorts Inc. is looking for a highly attentive and guest-oriented Live Chat Support Specialist to deliver outstanding online assistance to visitors and potential customers. This role involves addressing live chat inquiries swiftly and professionally, offering precise details on park tickets, memberships, attractions, reservations, and services, all while representing the company’s dedication to exceptional guest service.

Key Duties

• Respond promptly and courteously to customer questions via live chat.
• Provide detailed and accurate information about park admissions, annual passes, events, hours, dining options, and guest services.
• Support guests in completing online ticket purchases, managing reservations, accessing their accounts, and navigating the website effectively.
• Address customer issues efficiently, maintaining a positive and professional demeanor.
• Forward complex problems to the relevant departments when needed.
• Accurately record all customer interactions using the company’s support system.
• Keep up to date on current promotions, policies, and seasonal activities within the parks.
• Achieve set targets for response times, quality standards, and customer satisfaction benchmarks.
• Work collaboratively with other internal teams to ensure timely responses to guest inquiries.
• Fulfill additional customer service tasks as required.

Qualifications

• Minimum of a high school diploma or equivalent; higher education such as an associate’s or bachelor’s degree is advantageous.
• Prior experience in customer service, live chat support, hospitality, or similar fields is preferred.
• Excellent writing skills, strong command of grammar, and proficient typing speed.
• Capable of effective problem-solving and handling multiple tasks simultaneously.
• Comfortable with computer usage, including Microsoft Office and web-based platforms.
• Ability to work productively and independently in a remote setting.
• Meticulous attention to detail and a strong dedication to superior guest service.
• Flexible schedule including availability during evenings, weekends, and holidays as business demands.

Benefits and Perks

• Competitive salary package.
• Opportunity to work remotely with flexible arrangements.
• Access to comprehensive health, dental, and vision insurance where eligible.
• Paid holidays and accrued time off.
• Participation in a retirement savings plan with employer contributions where eligible.
• Opportunities for skill development and career growth.
• Employee discounts and special admission benefits to select parks.
• Supportive and inclusive workplace culture focused on creating memorable guest experiences.