Guest Experience Coordinator

Hornblower Group is a global leader in experience and transportation. Spanning a 100-year history, Hornblower Group’s portfolio of international offerings includes water- and land-based experiences and ferry and transportation services. City Experiences, Hornblower Group’s premier experience division, offers dining and sightseeing cruises and walking and food tours through the City Cruises, Walks, and Devour brands. City Ferry, part of Hornblower Group’s Ferry and Transportation Division, is the largest private operator of high-speed passenger and vehicle ferries in the United States, carrying more than 10 million passengers annually and operating services including NYC Ferry, Puerto Rico Ferry, and other regional ferry systems. Hornblower Group’s subsidiaries include Hornblower Marine, which provides vessel outhaul and maintenance services at Bridgeport Boatworks in Bridgeport, Connecticut, and Seaward Services, Inc., a full-service shipping, waterfront logistics and management company that specializes in the operation and maintenance of government and commercial vessels. Additionally, Anchor Operating System, LLC, a Hornblower Group subsidiary and independent entity, provides reservation, ticketing and website integration services for clients in the transportation, tourism and entertainment industries. Today, Hornblower Group’s global portfolio covers over 10 countries, over 50 U.S. cities and serves more than 20 million guests annually. Headquartered in Orlando, Florida, Hornblower Group’s additional corporate offices reside in San Francisco, California; Boston, Massachusetts; Chicago, Illinois; London, United Kingdom; New York, New York; Dublin, Ireland; and across Ontario, Canada. For more information, visit hornblowercorp.com.

Position Summary:
The Customer Experience Coordinator is responsible for receiving, handling, forwarding, tracking, and seeking timely and effective resolutions to customer complaints. The position ensures complaints are addressed efficiently, customer satisfaction is maintained, and appropriate follow-up is conducted. This position will identify trends and recurring customer complaints, discuss and inform the appropriate departments, recommend corrective actions, and implement preventive measures to minimize future issues and improve the overall customer experience.
The right person will be adaptable, dynamic, and embody City Experiences’ RESPECT Service System.
Duties and Responsibilities:
• Develop and implement effective complaint handling procedures.
• Investigate and seeks to resolve customer complaints in a timely and efficient manner by addressing the issues to management when necessary.
• Ensure complaints are handled in compliance with relevant laws, regulations, and as per company policies and procedures.
• Collaborate with other departments to identify trends in complaints and implement solutions to prevent future issues.
• Provide regular reports on complaint handling performance to management and HR.
• Train and coach staff on effective complaint handling and customer service techniques.
• Identify opportunities for service improvement based on customer feedback.
• Ensure that all complaints are logged accurately and efficiently in the company's complaint handling system.
• Know and understand internal policy and procedures, as well as external regulatory requirements that relate to the operation.
• Coordinate trainings such as: Customer Service trainings to Guest Services and Operations employees and Anchor System training – initials and refreshers.
• In charge of Customer Service surveys
• Other duties, assigned.
Requirements & Qualifications:
• Minimum of 5 years of experience in customer service, training and development and/or complaints management.
• Bilingual (English/ Spanish)
• Strong experience in facilitating training and development programs, including the planning, coordination, delivery, and evaluation of training initiatives.
• Ability to educate guest service representatives and other customer service roles on how to handle complaints efficiently.
• Knowledge of relevant company’s policies and procedures as well as laws and regulations related to customer complaints, such as consumer protection and data privacy laws.
• Attention to detail and ability to maintain accurate records of complaints and their resolutions.
• Strong problem-solving skills to identify the root cause of complaints and implement effective solutions.
• Ability to work under pressure and handle multiple complaints simultaneously.
• Bachelor's degree in business administration or related field preferred, but not required.
Competencies:
• Problem solving - the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully.
• Demonstrated ability - the individual has the necessary skills lead and manage in a team environment.
• Communications - the individual must speak clearly so listeners can understand and recognize and understand the speech of another person.
• Customer service - the individual manages difficult client/customer situations, responds promptly to customer needs, solicits customer feedback to improve service, responds to requests for service and assistance and meets commitments.
• Physical demands - the individual occasionally may have the ability to move or lift up to 20 lbs.
• Planning/organizing - the individual prioritizes and plans work activities and uses time efficiently.
• Quality control - the individual demonstrates accuracy and thoroughness, monitors own work to ensure quality and applies feedback to improve performance.
• Quantity - meets productivity standards and completes work in a timely manner.
• Adaptability - the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
• Dependability - the individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.
• Safety and Security - the individual observes safety and security procedures and uses equipment and materials properly.
Equal Opportunity Employer:
HMS Ferries Puerto Rico, LLC is proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and or/harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military statue, disability (physical or mental) medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additionally, City Experiences participates in the E-Verify program in certain locations.

The RESPECT Service System embodies our mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.
EEO / Disabled / Protected Veteran Employer. Hornblower is proud to be an Equal Employment Opportunity employer. We offer equal employment opportunities to all qualified individuals and prohibit discrimination and/or harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military status, disability (physical or mental), medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additionally, as a federal, state, and local contractor, Hornblower complies with government regulations, including affirmative action responsibilities for qualified individuals, where and as they apply. The company also participates in the E-Verify program in certain locations.