• Madison Square Garden Guest Relations Operator

    Job Locations US-NY-New York
    Requisition ID
    18-9091
    Division
    Venues
    Functional Area
    Other
  • Overview

    The Madison Square Garden Company (MSG) is a world leader in live sports and entertainment experiences.  The company presents or hosts a broad array of premier events in its diverse collection of iconic venues: New York’s Madison Square Garden, The Theater at Madison Square Garden, Radio City Music Hall and Beacon Theatre; the Forum in Inglewood, CA; The Chicago Theatre; and the Wang Theatre in Boston.  Other MSG properties include legendary sports franchises: the New York Knicks (NBA), the New York Rangers (NHL) and the New York Liberty (WNBA); two development league teams -- the Westchester Knicks (NBAGL) and the Hartford Wolf Pack (AHL); and one of the leading North American esports organizations, Counter Logic Gaming.  In addition, the Company features popular original entertainment productions -- the Christmas Spectacular and New York Spectacular – both starring the Radio City Rockettes, and through Boston Calling Events, produces outdoor festivals, including New England’s preeminent Boston Calling Music Festival.   Also under the MSG umbrella is TAO Group, a world-class hospitality group with globally-recognized entertainment dining and nightlife brands: Tao, Marquee, Lavo, Avenue, The Stanton Social, Beauty & Essex and Vandal.  More information is available at www.themadisonsquaregardencompany.com

    Specific Functions/Activities Summary

     

    • Satisfactorily handle a determined percentage of inbound calls, while maintaining a superior level of customer service.
    • Develop thorough knowledge of all events, business operations and surrounding attractions, for MSG, The Theater at MSG, RCMH, The Beacon Theatre, and The Chicago Theatre and The Forum so they can be properly communicated with callers to help generate ticket sales and enhance the patron’s experience.
    • Field administrative calls in a courteous and efficient manner to enhance company performance.
    • Track, identify, research, and resolve customer issues using the CRM database.
    • Must be polite and courteous while answering the phone.Provide outbound calls when follow up with customer service issue is necessary.
    • Transition escalated calls/issues with Guest Relations Coordinators.
    • Assist in coverage of reception areas including welcoming guests, directing outside services and booking conference rooms, as needed.
    • Direct all calls that require further assistance to the appropriate individual or department.
    • Recommend process improvements.
    • Participate in annual department training, including customer service and Ticketmaster training.
    • Participates in special projects and performs other duties as assigned.

    Qualifications

    Management Skills

    • Knowledge and ability to give the highest level of customer service and business courtesy.
    • Ability to effectively communicate with various internal stakeholders/divisions and the public.
    • Ability to work collaboratively and as an effective member of the Operator team and comply with department goals and expectations provided by management.
    • Ability to communicate effectively and professionally with clients and other employees at all levels.
    • Must be keen and attentive to details.
    • Work collaboratively with Guest Relations Coordinators to smoothly transition escalated concerns in an effort to resolve guest issues in a positive manner.
    • Deliver proficiency with each telephone call to guarantee positive customer service assessment.
    • Patience and flexibility is required.
    • Available to work a flexible schedule to include weekends and holidays as needed at all Madison Square Garden operated venues. Must meet scheduling requirements established by department.

    Technical/Functional Competencies

    • Handle phone operating system and computer knowledge; must be able to provide step-by-step directions to help clients navigate our company websites and that of Ticketmaster.
    • Computer literate with the ability to learn customer service software applications (CRM) and Ticketmaster Operating System.
    • Extensive ability to deal with clients; manage to find positive outcomes to customer concerns.

     

    Key Experiences/Achievements

    • One year previous Operator/Receptionist experience is a plus.
    • Cooperative personality and flexibility to adapt to changing assignments and multiple responsibilities.
    • Full knowledge of all of our business properties.
    • High school diploma or GED preferred.

     

    "An Equal Opportunity Employer, M/F/V/D" 

     

    Must be available to work nights, weekends and holiday

     

     

     

     

    At MSG 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, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law requirements, MSG complies with all applicable state and local laws governing nondiscrimination in all locations.

    Education

    Candidates who have completed 60 credits of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred.

    Educational requirements may differ from job to job based on the role

    EEO Statement

    At MSG 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, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law requirements, MSG complies with all applicable state and local laws governing nondiscrimination in all locations.

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