Job Description

Job Title: Call Center / Box Office Guest Service Agent

Location: Pigeon Forge, TN (On-Site)

Position Type: Full-Time / Part-Time (Night and weekend availability required)

About Us:

Dolly Parton's Stampede, Pirates Voyage, Hatfield & McCoy Dinner Feud, the Titanic Museum Attraction, and The Comedy Barn make up a premier collection of family-friendly attractions in Pigeon Forge, Tennessee. Our Guest Service Agents are the heartbeat of each attraction. We are seeking enthusiastic team members to join us in our mission to "Greatly Exceed Expectations" for every guest who walks through our doors or calls our box office.

Job Summary:

As a Call Center and Box Office Guest Service Agent, you will serve as the initial point of contact for our guests. Through cross-training, you will efficiently handle a variety of duties across multiple world-class attractions, including phone reservations, ticket booth sales, and in-person guest greeting.

Essential Duties and Responsibilities:

• Guest Relations: Serve as a welcoming greeter and primary contact, assisting guests professionally with admissions, reservations, ticket changes, and other attendance-related needs.
• Service Excellence: Maintain an upbeat, positive, and courteous attitude, advancing a company culture focused on outstanding customer engagement.
• Ticketing & Data Entry: Accurately enter guest information and transactions into the ticketing system while delivering an excellent professional telephone presentation.
• Issue Resolution: Proactively resolve errors, mistakes, or discrepancies related to guest bookings and reservations.
• Ticket Distribution: Organize and distribute tickets to guests efficiently as they arrive for showtimes.
• Product Knowledge: Maintain and continuously build a comprehensive working knowledge of all participating theaters, shows, and attractions.
• Cross-Training Flex: Adapt to changing daily needs by cross-training and rotating seamlessly between the ticket booth, greeting areas, and phone reservation centers.

Qualification Requirements:

• Must be at least 18 years of age.
• High school diploma, GED, or an equivalent blend of education and customer service experience.
• Strong verbal communication skills and a professional phone demeanor.
• Basic computer literacy and comfort learning digital ticketing systems.

Physical Demands & Working Conditions:

• Continuous standing and walking on level ground, as well as navigating up and down steps.
• Continuous hearing and oral communication at conversational and high-acuity levels.
• Continuous operational work with computers and ticketing systems.
• Frequent exposure to changing temperatures and humidity levels across indoor and outdoor transitions.