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Orlando Informer is offering the opportunity to be part of a team of smart, creative people who are bringing unique experiences and lifetime memories to families across the world. If you are a customer-service professional with great empathy and organizational and communication skills, you can put your expertise and talents to work to help others daily.

Orlando Informer is a theme-park vacation-planning company founded in 2011. We help millions of people plan a better vacation to Orlando's biggest tourist destinations every year. Since 2015, our private events (the Orlando Informer Meetup) have provided thousands of guests with the opportunity to experience after-hours access and unique opportunities at their favorite parks. Orlando Informer is also an authorized retailer of theme-park tickets.

We're looking for a guest-service champion. You should be able to preemptively foresee and resolve guest-service concerns before they occur, pitch and execute ideas to surprise and delight our guests, and help create individualized, seamless experiences that build brand loyalty. This role will require you to be empathetic to each guest, detailed oriented, and efficient. You should be incredibly comfortable with written and verbal communication.

Orlando Informer is a small, nimble, and remote-first company, so it's likely you'll get experience across many areas of our business. With this in mind, here are some of the major responsibilities of this role:

• Act as the department leader of our guest experience team, providing weekly updates to our leadership team and managing multiple coordinators
• Answer questions, provide guest service, and resolve concerns related to our Orlando Informer Meetup and theme-park admission products across all channels telephone, live chat, text, email, social media
• Analyze and create reports on repeat attendance, satisfaction, reply time, competitors, and other insights
• Assist in planning and executing Orlando Informer Meetup logistics: guest check-in, in-park tables, day-of communication, and surprise-and-delight opportunities
• Create and maintain internal and external self-service documentation, training, and processes
• Work to further our goal of providing personalized communication and experiences to each of our guests
• Moderate and engage via social-media channels to reinforce our brand and provide immense value to our audience
• Other duties as assigned

Requirements

• This is a remote position, but Central Florida residency is required.
• A deep understanding of and passion for Central Florida theme parks is required.
• Five or more years of direct guest-service experience. Experience at a brand internationally known for its customer service is preferred.
• A high school diploma or GED is required. A degree in hospitality, event management, English, marketing, or communications is preferred.
• Our current hours of operation are 9 am - 6 pm, and they will soon expand to 8 am to 8 pm. Some weekends and nights may be occasionally required based on business demands.

Benefits

In addition to competitive compensation, Orlando Informer also offers:

• Unlimited vacation time
• Health, vision, dental, and life insurance
• Company-matched 401(k) plan
• Orlando theme-park access
• Remote work flexibility