POSITION TITLE: GUEST EXPERIENCE COORDINATOR

SALARY: Commensurate with Experience

LOCATION: DALLAS TX

Tandem Theory is seeking an enthusiastic and customer service-oriented Guest Experience Coordinator to join our team. The Guest Experience Coordinator will monitor, manage and deliver extraordinary levels of customer service by streamlining communication and efficiently responding to guest queries. The ideal candidate will also coordinate with other team members as needed to ensure all requirements related to guest feedback and maintenance are communicated effectively and efficiently.

The Guest Experience Coordinator will also work with the Client Delivery team to help streamline customer conversations, collaborate to resolve guest issues in a timely manner and help maintain the customer support database to manage support tactics.

The ideal candidate should be highly organized, have a strong customer focus and be extremely detail oriented.  This person must also possess a drive for results, excellent communication skills and a strong sense of urgency.

WHAT YOU WILL DO:

• Work with Guest Experience team to troubleshoot guest issues, assist with guest responses and client feedback reporting.
• Develop a strong understanding of multichannel customer service platform.
• Be responsible for providing excellent customer service.
• Help spearhead and manage customer support database to interact with guests.
• Help track guest experiences and create a successful action plan to solve varied guest inquires.
• Proactively provide creative and efficient solutions that maximize output and client resources.
• Work closely with other team members to provide detailed support platform information and reporting.
• Understand and execute support related communication in guest ticketing platform.
• Demonstrate flawless attention to detail.
• Create and maintain productivity software process documentation with an eye to efficiency and effectiveness.
• Execute excellent troubleshooting and problem-solving skills (diagnosis, assessment, recommendations & escalation).
• Become a source of knowledge for customer response interface to engage and communicate effectively with guests and provide valuable feedback to Tandem Theory team.
• Support and contribute to a positive work environment.
• Be flexible and work with minimal supervision in a fast paced and ever-changing environment.
• Excellent verbal and written communication skills.
• Adopt and embrace the Tandem Theory principles of teamwork, transparency, and trust.

WHAT WE ARE LOOKING FOR:

• Bachelor's degree or an equivalent combination of education and experience preferred in marketing, operations, customer service or administration.
• Ability to handle more than one project and prioritize workloads under strict deadlines, while keeping colleagues and clients informed of status.
• Analytical and logical problem-solving skills.
• Proficiency working with Microsoft tools such as Word, Excel, PowerPoint, along with Google Docs, Trello, Slack and other productivity tools.
• Effective troubleshooting skills; including escalation, resolution, and follow-up.
• Demonstrate ability to function as a self-starter.
• Ability to work on a team, as well as independently, in a fast-paced environment.

ABOUT TANDEM THEORY

Tandem Theory is a marketing firm focused on helping our clients thrive in the post-modern era. We combine innovative marketing technologies, compelling creative, and on-target storytelling to create engaging experiences for our clients and their customers. And because we recruit our team from client-side targets as well as agencies, we understand accountability and provide our clients great services without all the typical agency spin.

COMPENSATION

The salary for this exempt-level position will be based on experience and qualifications within an established pay range. Benefits include 85% employer paid medical, eligibility to participate in vision and dental insurance as well company paid STD, LTD coverage plus a flat amount company paid toward Basic Life and AD&D, as well as a generous 401(k) retirement contribution plan eligible after 90-days of employment.

ELIGIBILITY

All new employees must provide documented proof of their identity for employment, and pass a criminal background check.