Guest Services Representative - Part Time

PURPOSE:  To act as an ambassador of Mall of America and provide solutions and support to guests so they have a positive experience in and around the Mall.  

ESSENTIAL DUTIES AND RESPONSIBLITIES:  

• Provide all callers and visitors to the guest service locations with prompt and courteous service.  

• Greet guests in a professional manner, uncover the guests’ needs, and problem solve with them.  

• Assist guests with equipment rentals, Mall directions, and general questions about Mall of America. 

• Assist guests with trip planning, including giving guidance about the Mall and surrounding area. 

• Utilize all resources available to fully resolve guests’ concerns. 

• Able to accurately perform cash handling procedures, including returns and other transactions, on Mall of America point of sale systems. 

• Assist guests in-person at desks, on the phone, and online chat. 

• Actively listen and respond to guest concerns while maintaining a professional and calm demeanor. 

• Communicate clearly while working in a team environment. 

• Ensure overall cleanliness and safety of the work area, equipment, and rentals. 

• Follow Mall of America procedure to properly catalog and organize lost and found items.  

• Switch and reprioritize tasks based on guest and business need. 

• Persistently troubleshoot and problem solve while working on difficult tasks. 

• Cross train with other Mall departments and regularly be assigned to assist as needed. 

• Work a flexible shift, holidays, events, weekends, and high demand days. 

• Other duties as assigned.   

KNOWLEDGE, SKILLS, AND ABILITIES:  

• Must be at least 16 years of age.  

• Outstanding guest service skills.  

• Excellent listening and written and verbal communication skills. 

• Previous guest service experience preferred. 

• Previous cash handling experience preferred. 

• Strong drive to provide excellent guest experiences and promote MOA LOVE! moments. 

• Proficiency in Microsoft Office Suite. 

• Basic computer literacy skills. 

• Able to adapt to varying situations on a day-to-day basis.  

PHYSICAL JOB REQUIREMENTS:  

While performing the duties of this job, the team member will frequently be required to speak and listen to guests in order to understand their needs and communicate a solution. Team member must also possess a level of hearing that will continuously allow them to be aware of their surroundings and recognize when a guest needs their attention. Specific vision abilities required by this job include frequent  close vision, peripheral vision, depth perception, and ability to adjust focus. Team members are required to be able to tolerate multiple sensory stimuli at once while performing their duties. These stimuli may include: loud auditory/noise, smells/olfactory, bright lights, colors, motion, and other visual stimuli. Team member must be able to look at and focus on computer screens for extended periods of time. 

• Walk: Occasionally, about 50% of the time 

• Stand: Frequently, about 75% of the time 

• Sit: Infrequently, about 25% of the time 

• Bend/Stoop: Occasionally, about 50% of the time 

• Kneel/Squat: Infrequently, about 25% of the time 

• Reach Above Shoulders: Infrequently, about 25% of the time 

• Lift: Infrequently, about 25% of the time 

• Push/Pull: Occasionally, about 50% of the time 

• Twist: Infrequently, about 25% of the time 

• Move: Occasionally, about 50% of the time 

• Carry, up to 15lb: Infrequently, about 25% of the time 

• Dexterity: Continuously, about 90% of the time 

• Use of at least one hand 

Mall of America is an equal-opportunity employer and is committed to providing a workplace free from harassment or discrimination. All employment decisions are to be made without regard to race, color, age, sex, gender identity, sexual orientation, religion, marital status, genetic information, pregnancy, national origin, citizenship, physical/mental disability, military status, or any other basis prohibited by law.