***Please note this is NOT a remote position. Sales/Service Counselors are required to work on-site at the Universal Orlando Guest Contact Center.***
SALES COUNSELOR
JOB SUMMARY:
Sales Counselor is responsible for providing outstanding customer service for all UO guests by working in a high paced phone environment, handling sales and guest service; including processing orders for Universal Orlando’s products and services which include Annual Passes, Tickets, Vacations and online support. This position fields incoming live calls to address a variety of needs including, but not limited to, customer service, sales, basic troubleshooting and general product information for all Universal Orlando products and services.
MAJOR RESPONSIBILITIES:
- Meet monthly assigned sales goals including but not limited to: Conversion, Average Order Value (AOV), Length of Stay (LOS) and Multi-Park Ticket Sales.
- Meet monthly Quality standards, as outlined by GCC Quality program.
- Support and deliver a World Class destination experience by offering additional enhancements to every guest.
- Meet monthly productivity metrics such as: Aux 9, Adherence, AHT, Attendance, Order Entry Errors and others as defined by the company.
- Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
- Perform other duties as assigned.
EDUCATION:
- High school degree is required.
- Associate’s degree is preferred.
EXPERIENCE:
- Minimum of two or more years working in an inbound Omni Channel Contact Center with a Travel or Sales related background.
- Will also consider candidates with successful face to face sales or back of house hospitality industry experience.
SERVICE COUNSELOR
JOB SUMMARY:
Service Counselor is responsible for providing outstanding customer service for all UO guests and client groups by working in a high paced Omni Channel support environment, handling guest service inquiries; including processing orders for Universal Orlando’s products and services which include: Annual Pass Renewals, Flex Pay, Dining, E-mail, and Amazon. This position fields incoming live calls and email correspondences to address a variety of guest needs, including but not limited to: customer service, limited sales, basic troubleshooting and general product awareness and education for all Universal Orlando products and services.
MAJOR RESPONSIBILITIES:
- Handle all inquiries regarding Flex Pay Annual Pass Accounts, Annual Pass Renewals, Dining and general Universal Resort information.
- Educate guests on features and benefits of various tiers of annual pass products.
- Handle assisting both external and internal guests with creating/modifying dining reservations for all UOR full-service restaurant venues via Zomato and OpenTable booking systems.
- Assist guests with Print@Home ticket errors and resend requests for all supported Universal Theme Parks and Resorts.
- Provide general information via inbound or electronic channels.
- Meet and maintain monthly performance metrics as defined by the company.
- Maintain high quality standards including professionalism, product knowledge, policy and procedure.
- Team Members will be required to be multi-skilled and will be cross-utilized within all channels within the Guest Contact Center based on service needs. This includes all inbound and written forms of communications supporting the internal/external client groups and stakeholders across Universal Orlando including, but not limited to, Annual Pass Brand Ops, Guest Services, Entrance Ops, Amazon, Universal Parks & Resorts Vacations, USH, E-Commerce, and E-mail.
- Meet and maintain daily/monthly productivity metrics as defined by the company for Aux 9 (Personal Aux), Adherence, Attendance, Invalid Calls to GSS, Others as defined by the company.
- Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
- Perform other duties as assigned.
EDUCATION:
High school degree or GED is preferred.
EXPERIENCE:
- 2+ years call center experience preferred;
- or equivalent combination of education and experience.
- Working knowledge of the Internet and Microsoft Office is required.
ADDITIONAL INFORMATION:
- Successful candidates will work with multiple clients per day in a regimented and highly structured work environment.
- PC skills must be above standard to be successful in this role. Candidates must be comfortable working within multiple operating systems simultaneously within several different system windows.
- Semi-routine and highly structured with constant operational changes; majority of work covered by established policies and procedures however decision-making skills are required to ensure both a positive guest experience and the company and its assets are represented according to company standards.
- Exchange of information, which occasionally requires tact and/or diplomacy with both internal and external customers.
Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.
Universal Orlando Resort. Here you can.
Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2026 Universal Studios. All rights reserved. EOE
