Experience Specialist - Remote Position

Job Purpose   

Would you like to help create unforgettable, life-changing, outdoor recreation experiences? WildPlay Headquarters is seeking dynamic individuals to join our team for the upcoming season. 

WildPlay’s Experience Specialists are often the first point of contact for guests planning to visit one of our WildPlay Parks; Experience Specialists answer incoming phone calls, respond to online chat conversations and emails, make group and individual reservations and fulfill product orders such as season passes and gift certificates. With a friendly, confident and knowledgeable approach, Experience Specialists provide product information and create the best possible impression and expectation of WildPlay by helping guests with decision-making and ensuring a professional and welcoming experience.   

To excel as an Experience Specialist, you thrive on making people feel welcome and are comfortable being on the telephone for significant portions of the day. Using excellent verbal and written communication skills, you ensure that our guests feel prepared for their in-park adventure. You can quickly assess consumer interests, communication styles, and help people with varying levels of fitness and challenge goals schedule their activity. As a team player, you initiative to accomplish general tasks during quiet times and work cohesively with others during busy times. 
 

Principal Accountabilities 

• Providing an exceptional WildPlay experience to all guests through proactive engagement, recognizing opportunities to increase guests’ enjoyment of the park and actively delivering or exceeding guest expectations.   

• Educating guests on WildPlay elements (activities) and Park experiences by providing accurate information regarding park elements, products, pricing and park facilities - as well as increasing desire and motivation to purchase an element.   

• Creating reservations for guests through an online software, following element-specific procedures, which include processing payments or deposits, gathering guest information, and confirmation communications.   

• Assisting guests in general trip planning, as relevant to encouraging consumers to visit a Park.   

• Completing fulfillment processes for both online and over-the-phone purchases. 

• Executing additional tasks to meet Contact Centre and Park Services related objectives and operations, as directed by the Reservations and Contact Centre Supervisor. 

Work Schedule 

This remote position offers a flexible schedule of part time work. Evening, weekend, and/or holiday work may be by the Contact Centre schedule. 

Knowledge/Experience/Skills/Attributes   

Knowledge   

• Basic competence and comfortability with technology   

• Awareness of the tourism and attractions industry an asset   

• Knowledge of local areas around Park locations an asset 

Experience 

• Proven experience in delivering excellent customer service. 

• Two years of recent customer service or sales experience.   

• Experience using Microsoft Office and Office 365 tools an asset.   

• Experience using online reservation tools an asset. 

Skills 

• Well-developed communication skills - both written and oral. 

• Ability to act independently and as a team player.   

• Ability to think quickly and make decisions without direct supervision. 

Attributes and Behaviours 

• High level of attention to detail. 

• Initiative and a proactive approach to improving consumer experiences. 

• Ability to quickly adapt to change. 

• Self-starter capable of finding and completing tasks without direct supervision.