• Customer Care Rep. - FT

    Job Locations US-FL-HOLLYWOOD
    Job ID
    # of Openings
  • Overview

    The Customer Care Representative is responsible for interacting with Hard Rock’s guests and loyalty members via phone, email and letter, providing the highest level of customer support within the industry. Individual will manage large amounts of incoming calls and emails.  Identify and assess customers’ needs to achieve satisfaction. Build sustainable relationships and trust with customer accounts through open and interactive communication. Provide accurate, valid and complete information by using the right methods/tools. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents. Follow communication procedures, guidelines and policies. Take the extra mile to engage customers


    Essential Duties & Responsibilities:


    • Customer Care Representatives will handle a variety of incoming guest communication including but not limited to inquiries on; Loyalty Program, Donation Request, Collectors Club Website, Online Rock Shop, Gift Cards, SMG Guest Surveys, Location Specific Complaints & Social Media, General Information.
    • Guest Satisfaction- Provide exemplary guest service on each interaction.
    • Maintain positive attitude and high morale at all times.
    • Create a memorable experience for guests in order to ensure their concern/problem is rectified professionally and courteously.
    • Efficiently execute a variety of tasks at the same time.
    • Partner with Social Media Team and adhere to social media guidelines when handling complaints online.
    • Support Hard Rock Rewards Members and program initiatives.
    • Work as a team, helping all departments to complete the required activities or projects that ensure we achieve successful customer outcomes reflecting the brand.
    • Operate ethically to protect the brand image.
    • Document all interactions thoroughly in Microsoft CRM for historical and reporting purposes.
    • Flexible Schedule.
    • Answer incoming calls and emails professionally and in a timely fashion.
    • Should be independent and possess the ability to make tough decisions on the fly.
    • Ability to communicate both written and verbal using professional language.
    • Follow policies and procedures outlined in the Customer Care Manual.
    • Work as a team, helping all employees to complete the required activities that ensure we blow away Guest expectations.
    • Operate ethically to protect the image of Hard Rock.


    • Minimum of 1 year customer service experience in a fast paced environment.
    • Must possess strong communication and listening skills.
    • Excellent verbal and written communication skills.
    • Ability to prioritize and multi-task in a global fast-paced environment.
    • Strong problem solving skills – able to diagnose and develop recommended solutions.
    • Strong attention to detail, systems and processes
    • Some college courses preferred.



    • Must possess strong communication and listening skills, excellent speaking, reading and writing.
    • Comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
    • Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
    • Multiple language abilities a plus, fluency in English required.



    • Ability to move throughout the corporate office and cafes during visits (standing, walking, kneeling, bending) for extended periods of time.
    • Ability to sit for extended periods of time.
    • Ability to make repeating movements of the arms, hands, and wrists.
    • Ability to express or exchange ideas verbally and perceive sound by ear.
    • Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
    • Ability to occasionally, regularly, frequently move objects (lift, push, pull, balance, carry) up to 10 pounds.
    • Ability to turn or twist body parts in a circular motion.
    • Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.


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