Job Description

***Please note this is NOT a remote position. Sales/Service Counselors are required to work on-site at the Universal Orlando Guest Contact Center.***

SALES COUNSELOR

Sales Counselor is responsible for providing outstanding customer service for all UO guests by working in a high paced phone environment, handling sales and guest service; including processing orders for Universal Orlando’s products and services which include Annual Passes, Tickets, Vacations and online support. This position fields incoming live calls to address a variety of needs including, but not limited to, customer service, sales, basic troubleshooting and general product information for all Universal Orlando products and services.

MAJOR RESPONSIBILITIES:

• Meet monthly assigned sales goals including but not limited to: Conversion, Average Order Value (AOV), Length of Stay (LOS) and Multi-Park Ticket Sales.
• Meet monthly Quality standards, as outlined by GCC Quality program.
• Support and deliver a World Class destination experience by offering additional enhancements to every guest.
• Meet monthly productivity metrics such as: Aux 9, Adherence, AHT, Attendance, Order Entry Errors and others as defined by the company.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Perform other duties as assigned.

EDUCATION:

• High school degree is required.
• Associate’s degree is preferred.

EXPERIENCE:

• Minimum of two or more years working in an inbound Omni Channel Contact Center with a Travel or Sales related background.
• Will also consider candidates with successful face to face sales or back of house hospitality industry experience.

SERVICE COUNSELOR

Service Counselor is responsible for providing outstanding customer service for all Universal Destinations & Experiences (UDX) Guest Contact Center (GCC) guests and client groups by working in a high paced Omni Channel support environment, handling guest service inquiries; including processing orders for UDX products and services including but not limited to: New Ticket Sales, New Annual Pass Sales, Ticket Modifications/Refunds, Annual Pass Renewals, Flex Pay Accounts, Dining, Executive Dining, Large Party Dining, PDF Ticket Resends, Comcast Tickets, ETDS, and General Information Inquires. This position fields incoming live calls to address a variety of guest needs, including but not limited to customer service, new sales and upsells, basic troubleshooting and de-escalation, and general product awareness and education for all UDX products and services available to the GCC.

MAJOR RESPONSIBILITIES:

• Meet monthly Scorecard performance metrics related to Guest Experience, including but not limited to, Survey Offer Rate, Quality Assurance, Agent Experience score, Sentiment score, and Short call %. Support and deliver a World Class destination and experience by offering additional enhancements to every guest.
• Meet monthly Productivity metrics as defined by the company such as After Call Work (ACW), Average Handle Time (AHT), Adherence, Schedule Conformance, and Aux 9 (Personal Aux).
• Meet monthly alternative Service metrics, including but not limited to, Hold %, Transfer %, Non-Talk time, Invalid calls to GSS, Financial Impacts, and Survey results such as First call resolution and net promoter scores.
• Adhere to all guidelines within the UO Team Member Handbook, Comcast Code of Conduct, and Guest Contact Center Supplemental Policies at all times.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Perform other duties as assigned.

SCOPE:

• Semi-routine to a point with constant changes; majority of work covered by established policies and procedures.
• Some decision making.
• Exchange of information, which occasionally requires tact and/or diplomacy.

EDUCATION:

High school degree or GED is required.

EXPERIENCE:

• 2+ years call center experience preferred;
• or equivalent combination of education and experience.
• Working knowledge of the Internet and Microsoft Office is required.

ADDITIONAL INFORMATION:

• Successful candidates will work with multiple clients per day in a regimented and highly structured work environment.
• PC skills must be above standard to be successful in this role. Candidates must be comfortable working within multiple operating systems simultaneously within several different system windows.
• Semi-routine and highly structured with constant operational changes; majority of work covered by established policies and procedures however decision-making skills are required to ensure both a positive guest experience and the company and its assets are represented according to company standards.
• Exchange of information, which occasionally requires tact and/or diplomacy with both internal and external customers.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

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Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2026 Universal Studios. All rights reserved. EOE

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