Coordinator Special Support Svcs - GCC

Orlando, Florida
Not Specified
Sep 22, 2016
Nov 21, 2016
Universal Orlando® Resort is a universe of opportunities for people who have a lot to offer. It takes a special kind of person to work at Universal Orlando. An individual who knows how to be part of a team. Someone with a sense of fun who's serious about their work. A person who knows it doesn't take magic to put a smile on a guest's face... it takes hard work, dedication, knowledge and just the right amount of Universal attitude. Whether you're serving food, working in an office, maintaining equipment, performing in costume or operating a ride, you won't just be 'doing a job.' You'll be creating memories for our guests that will last a lifetime. Are YOU that kind of person?

SUMMARY: Supports frontline Special Service Team Members resolving AP Flex Pay and general AP/OLTS/USH email -related issues. Coordinates and redistribute email inquiries and/or requests received via email between all skilled Special Service Team Members. Handles second level call escalations and backs up the Special Service team during times with high call/order volume. Providing assistance with development and oversight of the Special Service team, specifically for AP Flex Pay and other alternate channel processes, within the Guest Contact Center. Acts as participant liaison on all AP Flex Pay related issues between supported departments.


  • Conduct and/or assist with Team meetings and daily, weekly, monthly Team results. Generation and/or maintenance of agent weekly tracking report.
  • Provide assistance to Service Counselors at the Guest Contact Center as a subject matter expert in Annual Pass and other service skill sets.
  • Assist Team Members with process oriented and system navigation questions in support of Amazon team and all other supported departments.
  • Maintain expertise with clientele, Amazon Drop Ship system processes, and system/program updates.
  • Train and coach Team Members, explain performance and behavioral expectations, provide feedback and recognition.
  • Re-distribute email inquiries and requests amongst Team to ensure external requests are completed efficiently.
  • Respond to multiple guest inquiries via email within 48 hours of receipt of communication in support of key stakeholders including Universal's Online Ticket Store (for both UO and USH), Annual Pass, and Annual Pass FlexPay.
  • Handle second level call escalations as needed to ensure Guest Service Excellence. Document second-tier calls to assist with agent gap analysis as well as providing feedback for recognition and performance improvement.
  • Capture written behaviors using the GSS Observation Report to support managerial and supervisory documentation. Collect and analyze relevant data captured in the coaching logs to determine training gaps and operational inefficiencies; uses data to collaborate with direct supervisor to drive change and continuous improvement.
  • Assist with the creation, maintenance, and documentation of departmental procedures for AP/Amazon/UOR Dining and assist with being a liaison with UO Brand Ops partners during peak seasons.
  • Provide assistance to all other GCC skills to maintain service levels when needed. Maintain GCC expectations for quality and call center productivity metrics.
  • Understand and actively participate in Environmental, Health & Safety responsibilities by following established Universal Orlando policy, procedures, training and Team Member involvement activities.
  • Perform other duties as assigned.

SCOPE: Semi-routine to a point with constant changes; majority of work covered by established procedures. Frequent decision-making. Exchange of information, which occasionally requires tact and/or diplomacy with guests and other UO departments.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required:

  • Microsoft Office, Communicate Clearly with Team, Customer Service Orientation, Typing Skills (30 WPM), Data Entry Procedures, Organizational Skills, Filing Records, Writing.

Consistent attendance is a job requirement.


  • High school degree or GED is required.


  • 2-3 years of in depth understanding of UO processes and Special Service Team operations.
  • Knowledge of key contacts and partnerships with other departments as required.


While performing the duties of this job, the individual is required to:

  • Regularly (2/3 of the time or more) use of hands and fingers to grip, pinch, handle or feel objects, tools or controls (Computer Keyboard & Mouse); Repeat motions more than twice per minute; Maintain alertness and attentiveness up to 4 hours while working varying hours.
  • Frequently (1/3 to 2/3 of the time) walk for prolonged periods (including ability to walk at a given pace that is predetermined by a moving sidewalk); Maintain concentration/focus (e.g., ability to interpret the work environment and make decisions on predetermined operating policies and procedure); Work in small or tight spaces.
  • Occasionally (1/3 of the time or less) stand for prolonged periods; Stoop, kneel, crouch or crawl; Lift up to 20 pounds with control; Push up to 20 pounds with control.
  • Specific vision requirements for this role may include: close vision with or without corrective lens (clear vision at 20 inches or less); distance vision with or without corrective lens (clear vision at 20 feet or more); color vision (ability to identify and distinguish colors); peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point); depth perception (vision, ability to judge distances and spatial relationships); adjust focus (ability to adjust the eye to bring an object into sharp focus while in changing light conditions e.g., sunshine to indoor or dark conditions).


While performing the duties of this job, the individual is required to:

  • Occasionally (1/3 of the time or less) Noise Level-Loud Noise (Noise when raised conversation is needed.)

(Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.)

If you are interested in this position and you have what it takes to be a part of Universal Orlando, click on 'Apply Now'. If not, please check out our Job Search to explore other opportunities within our universe. We regret that due to the volume of responses only applicants of interest will be contacted.

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