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.