Guest Services Coordinator

SUMMARY

At Magnolia, the Guest Services Coordinator serves as a primary point of contact for Magnolia guests, communicating with guests regarding a variety of topics including order-related inquiries, shop and product questions, Magnolia Network-related questions, and visits to Magnolia's Waco properties. This role delivers white glove service through email, chat, and phone channels, utilizing an empathetic, customer-centric approach to understand guest needs, resolve concerns, and create positive guest experiences. The Guest Services Coordinator uses available tools and resources to provide accurate information, balance guest advocacy with business needs, and meet established service standards in a fast-paced environment. This position works remotely. It reports to the Operations Manager and has no supervisory responsibilities. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Interact daily with Magnolia guests via email, chat, and phone, delivering white glove service by responding to and resolving guest inquiries accurately, efficiently, and professionally
• Approach each guest interaction with an empathetic, customer-centric mindset, seeking to understand individual needs and create a positive guest experience
• Lead with curiosity to gain a clear understanding of guest goals, concerns, and desired outcomes
• Provide accurate, valid, and complete information regarding Magnolia products, services, and experiences by utilizing available resources and tools*
• Review previous guest interactions and account history to ensure all outstanding concerns have been addressed and resolved*
• Manage multiple communication channels and competing priorities simultaneously while maintaining service quality and response expectations*
• Meet established service-level agreements and performance expectations while maintaining a high standard of guest care*
• Utilize creative problem-solving to resolve guest concerns in ways that are mutually beneficial to both the guest and the business
• Document guest interactions and maintain accurate records within customer service systems
• Research guest concerns, escalate issues when appropriate, and ensure timely follow-up and resolution
• Participate in and support special projects, process improvements, and departmental initiatives as needed
• Identify recurring guest trends and opportunities for process and product improvements, escalating insights as appropriate
• Support departmental initiatives and special projects that advance Guest Services and the broader business
• Contribute to continuous improvement initiatives that enhance the guest experience and operational efficiency
• Follow established 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: Identify and communicate challenges in day-to-day activities.
• Expertise: Eye for detail, accuracy, and complete all tasks in a timely manner. Willingness to learn and adapt to new processes and technologies.
• 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

• High school diploma or GED equivalent required; Associate’s degree or equivalent customer service leadership experience preferred
• 0-1 years of related work experience required

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.