Live Entertainment, Sports, Media

Coordinator Guest Engagement Center

New York, NYOnsiteFull Time$45,000–$65,000 /yrPosted 1 month agoVisa sponsorship available

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Required skills

customer relations
conflict resolution
heavy volume
sensitive situations
on-site presence
lifting 25lbs
standing for long periods
walking long distances
bending
constant motion

Role summary

The Coordinator Guest Engagement Center provides first-class service to guests across multiple venues including Madison Square Garden, Radio City Music Hall, The Beacon Theatre, Chicago Theater, and Sphere Las Vegas. Responsibilities include handling guest communications via phone, email, chat, and a Voice of the Customer platform, managing issues, providing on-site presence, and fulfilling ticket make-goods. The role involves coordinating accessible accommodations, working with various company divisions, compiling guest relations summaries with data analysis, and managing the website's FAQ section. Success requires excellent verbal and written communication, strong customer relations, problem-solving/conflict resolution skills, and proficiency with computer systems like Salesforce, Word, Excel, PowerPoint, and Ticketmaster. The role demands flexibility to work nights, weekends, holidays, and a 24/7 environment, with physical requirements including lifting and standing for extended periods.

Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment, delivering unforgettable experiences while forging deep connections with diverse and passionate audiences. The Company’s portfolio includes a collection of world-renowned venues – New York’s Madison Square Garden, Infosys Theater at Madison Square Garden, Radio City Music Hall, and Beacon Theatre; and The Chicago Theatre – that showcase a broad array of sporting events, concerts, family shows, and special events for millions of guests annually. In addition, the Company features the original production, the Christmas Spectacular Starring the Radio City Rockettes, which has been a holiday tradition for more than 90 years. More information is available at www.msgentertainment.com.

Who are we hiring?

The Coordinator Guest Engagement Center is responsible for providing first class service to all Madison Square Garden, Radio City Music Hall, The Beacon Theatre, and Chicago Theater and Sphere Las Vegas guests. This role is responsible for handling guest communications via various points of contact, which include but are not limited to phone, email, chat and our Voice of the Customer platform.

What will you do?

Handling calls, responding to customer written communications, managing issues, and providing on-site presence at events.

Fulfills anywhere from 3,000-10,000 make-good tickets for issues that require re-ticketing each year.

Assists in creating unique methods of resolving customer concerns by working with divisions and generates responses in writing or orally.

Processes and coordinates orders for patrons needing accessible accommodation for all Madison Square Garden Venues.

Handles ADA ticket inventory with box office for all properties

Works with every area of the company on a daily basis, particularly entertainment, facilities and teams.

Assists in compiling the Guest Relations summaries for all venues including data and analysis from all calls, emails, chats, voice of the customer reviews and letters received that is used by senior management to understand the customer experience and identify recurring issues.

Assists with managing the Guest Relations area of the website, particularly the FAQ section, which has greatly diminished routine inquiries from the public and provides much better immediate service.

Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.

Interacts with guests at more than 100 events (including approximately 25 cancelled events) to address concerns and ensure a positive overall experience.

What do you need to succeed?

Excellent verbal communication and writing skills along with strong customer relations experience.

Must have problem solving/conflict resolution skills. Must be able to handle heavy volume of customer communication (telephone, emails, letters, faxes. Must be able to handle sensitive, heightened customer situations including on-site presence.

Excellent computer skills (SalesForce, Word, Excel, Power Point and Ticketmaster).

Special Requirements

General physical requirement such as lifting 25lbs., standing for long periods, walking long distances, working in inclement conditions, lead and assist in evacuation of guests and staff, ability to walk up and traverse downstairs, bending and constant motion is often required.

Must be willing to travel to other company locations as needed.

Ability to work a flexible schedule including nights, have split days off, work weekends and holidays in a 24 X 7 environment

#LI- Onsite

Pay Range$45,000—$65,000 USD

At MSG, we recognize the importance of upskilling employees’ talents and strengths so they can drive their careers forward. We are proud to offer a robust set of tools and resources to help employees understand their interests and purpose, harness their talents and obtain the skills they need to reach the next step in their careers. Growth and longevity for our employees are top priorities here.

We value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. MSG complies with all applicable federal, state, and local laws governing nondiscrimination, including considering requests for reasonable accommodations as required.

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Coordinator Guest Engagement Center

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