Guest Communications Representative (Part-Time)

About the Position

Guest Communications Representatives (GCRs) provide world class experiences to guests and fans by delivering timely and accurate information for their visit to Chase Center. In this role, you will respond to various forms of inbound communication (e.g., phone, online chat, emails, surveys, etc.) for Chase Center, Thrive City, Golden State Warriors, & the Golden State Valkyries. This role is also responsible for supporting post-event service recovery for guests who have had a negative experience with us through proactive listening, de-escalation, and thoughtful conflict resolution. This position reports to the Director, Guest Experiences Operations.

This is an excellent opportunity to share your expertise while learning more about this growing sports and entertainment organization that values your initiative and dedication!

This is a part-time position based onsite in San Francisco, CA.

Key Responsibilities

Monitor and respond to main phone line and other communications platforms regarding Chase Center, Thrive City, Golden State Valkyries, and Golden State Warriors events, providing highly accurate, thorough, and timely information during business hours and events

Provide information to guests and fans via email, survey response, CRM software, and chat bot platforms

Manage and deliver surprise and delight moments for guest visits to Chase Center

Maintain meticulous attention to detail when logging, tracking, and submitting guest feedback and concerns digitally to partner departments for timely follow-up and resolution

Support distribution and/or shipping of materials to guests and fans

Lead and support guest recovery cases by applying sound judgment and de-escalation techniques to achieve immediate conflict resolution, involving leadership, security, and legal personnel when appropriate

Handle highly confidential and sensitive information with discretion and precision as it relates to guest recovery cases and events

Comfortably navigate and toggle between multiple communication tools, ticketing databases, and digital platforms simultaneously during high-volume live events

Provide recommended changes to guest-facing information and documentation to maintain accuracy and clarity

Other duties as assigned

Required Experience & Skills

Minimum 1 year of customer service experience, with demonstrated experience in de-escalation, dispute mediation, or conflict resolution

Exceptional attention to detail, accuracy, and follow-through in data entry, written communication, and guest record maintenance

Strong comfort with technology and digital fluency; ability to quickly learn and navigate customer engagement tools, help desk/CRM platforms, and chat systems

Proficiency in Microsoft Office Suite; familiarity with Smartsheet, Dropbox, ticketing systems (e.g., Ticketmaster), and Google Suite a plus

Knowledge of San Francisco, Mission Bay, and Bay Area preferred

Familiarity with Chase Center, Thrive City, Golden State Valkyries, and Golden State Warriors preferred

Ability to build positive working relationships with team members at all levels within the organization

Outstanding phone and business etiquette; excellent written and verbal communication, active listening, and problem-solving skills

Ability to remain calm under pressure and balance multiple digital channels at once in a fast-paced work environment

Passion for serving others

Physical Demands

Ability to lift/carry/push/pull up to 30 lbs.

Ability to stand/walk for long periods of time

This position may/will require you to sit or stand in an enclosed space and travel in upper and lower levels multiple times during your shift

Time Commitment

Ability to work 20+ hours per week on average between the hours of 10:00am and 12:00am

Ability to work traditional business hours and event hours

Maintain availability for at least 60% of event and non-event shifts at Chase Center

Ability to work a non-traditional schedule—including days, evenings, weekends, and holidays—aligned with the year-round Chase Center event calendar

Typical game night shifts are 4:30pm - 11:00pm

Typical concert shifts are approximately 5+ hours in length

Work schedules will vary from week to week along with scheduled events. Part-time employees will not be scheduled for every shift as scheduling is based on the needs of the department.

Compensation

$26.00 Per Hour

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Golden State is an equal opportunity employer.

We will ensure that qualified applicants with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Want to learn more about who we are and what we value? Visit www.warriors.com/employment

Please refer to our California Privacy Notice for more information about how we process your personal information, and your data protection rights.

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