Guest Services Coordinator

SUMMARY  

At Magnolia, the Guest Services Coordinator will be responsible for communicating with Magnolia guests regarding a variety of topics including order-related inquiries, shop and product questions, and Magnolia Network-related questions, as well as visiting the Waco properties. A Guest Services Coordinator must be a reliable self-starter who is dependable. They must also possess strong interpersonal, customer service, and communication skills along with the capacity to respond to requests with varying degrees of complexity in a short amount of time. Must be a quick learner and nimble with a strong ability to multitask and be familiar with online retail customer service practices. This position will be fully remote and report to the Operations Manager.  

 ESSENTIAL DUTIES AND RESPONSIBILITIES  

• Interact daily with Magnolia Guests via email, chat, and phone delivering white glove service by responding and resolving guest inquiries efficiently without sacrificing resolution quality 
• Approach guests with an empathetic customer-centric mindset 
• Lead with curiosity to gain a clear understanding of what the guest is trying to accomplish 
• Be accountable for service-level agreements* 
• Seamlessly handles multiple communication channels and action items simultaneously* 
• Review previous guest interactions to ensure all outstanding concerns have been addressed*  
• Provide accurate, valid, and complete information about Magnolia products and services by using the right resources/tools* 
• Approach concerns with creative problem-solving in an effort to resolve guest concerns in a way that is mutually beneficial for the guest and the business  
• Possess a keen attention to detail  
• Participate in and facilitate special projects as required 
• Follow communication procedures, guidelines, and policies*  
• Perform other duties as assigned

*Metrics evaluated on Performance Review 

COMPETENCIES  

• Teamwork: Contribute to a team environment supporting diversity, equity, inclusion, and belonging. Work effectively with others, be a team player and contribute toward team goals.  
• Critical Thinking: Ability to identify trends and patterns.  
• Expertise: Expert in knowledge, skills, tools, and techniques relevant to specialization. Able to develop expertise in related area(s).   
• Communication: Actively engage in listening to teammates and guests and be open to feedback from guests, peers, and management.  
• Guest Focus: Ability to proactively understand and meet guest needs, ensuring a personalized and guest-centric experience.  
• Strategy and Goal Setting: Approach change with positivity and curiosity. Know your role in achieving team goals.  
• Hard skills: Proficiency in Zendesk (or similar CRM), Microsoft Excel, PowerPoint, and similar products from Microsoft Office required.   

  ELIGIBILITY QUALIFICATIONS  

• Associate’s degree or equivalent customer service leadership experience  

PHYSICAL DEMANDS  

While performing the duties of this job, the employee is required to sit for extended periods; use a computer keyboard and mouse proficiently, have good near vision for screen work, and be able to communicate effectively through audio and video calls. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

WORK ENVIRONMENT  

While performing the duties of this job, the employee is required to have a reliable internet connection, providing flexibility to manage your work schedule while delivering high-quality results based on established deadlines, with virtual team meetings and communication channels to foster collaboration within a distributed team environment.   

ACKNOWLEDGEMENTS   

Magnolia is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.  

This job description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications of employees assigned to this job. Management has the right to add to, revise, or delete information in this description at any time.