Coordinator Guest Communications

Each day Universal Studios Hollywood creates unforgettable experiences for our guests from around the world. We bring to life the ultimate Hollywood experience with our real working movie studio and heart-pounding rides, shows and attractions that put you inside some of the world’s most popular movies and TV shows. USH offers something for everyone from thrill seekers to movie lovers to family fun for all ages. Our Team Members are passionate individuals who create memorable moments whether it’s on the studio lot, or in our conference rooms, theaters, or kitchens. We believe in the talent of our team members. It’s our passion and commitment to excellence that drives our business to succeed in everything we do across the park. We believe in a culture of family and fun, here you can make a difference and build your career!

NBCUniversal owns and operates over 20 different businesses across 30 countries including a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, world-renowned theme parks and a premium ad-supported streaming service.

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Summary

Responding to guest correspondence on behalf of Universal Studios Hollywood via emails, Social Media platforms and phone calls.

Responsibilities

• Provides verbal and written communication to guest’s comments and inquiries either via e-mail, hard copy letter, or phone call

• Responsible for inputting and updating guest information and company responses into the Guest Comment Database

• Identify and create reports based on requests and needs from various departments

• Work with all levels of the management to resolve guest situations by fully investigating issues and concerns from start to finish

• Responsible for working with the Online Ticket Store regarding online order issues/concerns, directing guests with non-theme park related issues to proper areas within NBC Universal and aiding with other inquiries as needed

• Determine recovery for guest situations

• Provide top level customer service internally and externally

• Appropriately handle confidential information including guest contact and situation information

• Must be able to verbally communicate on the telephone in a calm, clear, and professional manner

• Performs other duties as assigned

This position is required to be performed full-time from an NBCUniversal-designated worksite.This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $21.50 – $22.50/hour

Qualifications/Requirements

• High School diploma or GED required

• At least 2 years of Guest Services experience required; or combination of both education and customer service experience

• Must be available to work on weekends, holidays and nights

• Must be able to type 50-60WPM

• Minimum one-year experience in professional writing and/or correspondence

Desired Characteristics

• Associate or bachelor’s degree (or equivalent) in Communications is preferred.

• Strong customer service skills and the ability to identify key elements of guest concerns when replying to guests

• Must have excellent written and verbal skills to effectively communicate with all levels of the organization

• Must be proficient in Microsoft Suite

• Strong customer service, interpersonal and organizational skills

• Able to provide creative solutions to guest situations

• Ability to work in a high paced, repetitive teamwork environment

• Theme park experience preferred

NBCUniversal’s policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access nbcunicareers.com as a result of your disability. You can request reasonable accommodations in the US by calling 1-818-777-4107 and in the UK by calling +44 2036185726.