Guest Experience Representative

The Guest Experience Representative is responsible for all cycles of the customer service process as well as some basic sales cycles. The Guest Experience Representative is in charge of answering all online customer inquiries in a timely fashion and disseminating accurate information either via phone, email, chat, and some social media platforms. The goal of this role is to ensure brand standards of excellence and maintain high customer satisfaction. This is a seasonal, part-time hybrid position PRIMARY JOB RESPONSIBILITIES The Guest Experience Representative develops, implements, and continually evaluates the sales and customer service cycles, with short- and long-term goals that support the mission of The Forge Adventure Parks. Responsibilities include, but are not necessarily limited to: Manage high volume of online inquiries through our website, affiliated emails, and social media channels.Communicate with guests on pre-scheduled phone calls to answer questions, book parties, and handle complex transactions. Respond to website and email inquiries, and social media messages and comments within 24 hours Manage and create reservations in the ROLLER booking platform including but not limited to activity tickets, reservation updates, rainchecks, and gift cards. Sends weekly group update on Thursday to all upcoming weekend eventsCommunicate with guests and staff in a professional and friendly manner that instills trust, support, and creates an incredible experience Generate sales leads and send to the Group Events Coordinator where appropriateIdentify and assess customers needs to achieve high customer satisfactionHandle customer complaints providing appropriate solutions and escalating them as necessaryBook and follow up on basic events such as birthday parties, outings, and more.Answer basic questions regarding the operation of the park Work in a front desk capacity at the adventure park as needed, providing a great first impressionAny additional duties as needed QUALIFICATIONS & REQUIREMENTS Proven customer relations experience Confident and comfortable in working with guests and colleagues of all backgroundsAbility to sell on an as needed basis Familiarity with Hubspot a plusAbility to multitask and manage time efficiently Super-freakin-awesome communication skills. Seriously, you must possess the ability to communicate clearly and concisely, both orally and in writing You need to be well-versed in modern computing platforms and be proficient in using Google Suite and Microsoft Office High school diploma or equivalent preferred SCHEDULE REQUIREMENTS: Ability to work a rotating schedule Evenings and weekends required A WORD OR TWO ABOUT OUR CULTURE Lemont Quarries Operations Inc (The Forge) is the premier destination for authentic outdoor recreation in Chicagoland. Our vision is to exhilarate, entertain, and educate our guests while holding ourselves to keeping our promises to restore and preserve the natural environment of our park, to deliver innovative and one-of-a-kind recreational experiences, to provide engagement through state-of-the-art facilities, and to foster a communal commitment to mental and physical well-being. Our park is a unique public/private social enterprise that provides engaging recreational activities for adventurers of all kinds. From ropes courses, ziplines, and rock-climbing towers, to running, mountain biking, and hiking trails, our parks seek to provide a community-focused, authentic outdoor experience for urban and suburban areas. Our team and our patrons are deeply dedicated to the promotion of an active, outdoor lifestyle. Our park is designed and purpose-built to engage all levels of participants through activity passes, instruction, food & beverage programming as well as its festivals, races, and other outdoor events. We are an open, inclusive workplace and welcome applicants who bring along with them diverse life experiences, including every permutation of economic and cultural backgrounds, orientation, ethnicity, and world views. LEGAL DISCLOSURES Lemont Quarries Operations Inc (LQOI) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, LQOI complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. NOTICE: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. LQOI is an employer who participates in the E-Verify program. recblid 0q5zchudio7grkji417zzcixsr4o0v

Created: 2026-03-04