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Part-Time Guest Experience Representative - Hershey's Chocolate World $16+

Posted Date:  Nov 16, 2023
Requisition Number:  120525

Job Location: Hershey, PA

Hourly Rate: $16 or more based on experience

Minimum Age Requirement: 18 years of age or older

Availability: Must be available to work between 9am-4pm Monday through Friday with occasional Saturdays & Sundays.


Hershey’s Chocolate World is the most popular brand experience in the world. Nearly four million guests visit our location in Hershey, Pennsylvania every year. Our guests come to experience our attractions, enjoy dining in our food court, and shopping for souvenirs, treats, and gifts. Part of what makes our guests’ experience so amazing is the exceptional customer service our team provides. In fact, our mission is to create extraordinary impressions through our people. If you would like to be part of the Hershey’s Chocolate World team that brings our mission to life every day, keep reading to find a career that fits your interest and abilities. 




This is a part-time position located in Hershey, Pennsylvania. The company will not provide relocation assistance or other employment benefits for this position. 

This position supports the Guest Experience function of Hershey’s Chocolate World. This includes collaborating with functional teams to engage with our guests and customers for product and service recovery, inquiries into Chocolate World and Group Sales, and Guest and Customer order management. In addition to gathering information and engaging with customers and guests, this position will be responsible for maintaining data logs.


Major Duties/Responsibilities:   


60% Guest Experience

  • Maintains call log of all consumer contact and manages all inbound and outbound calls in a timely manner.
  • Product and service recovery by providing an appropriate solution to the following issues: returns, refunds, exchanges, charge discrepancies, missing items, product feedback, lost and found items and general Hershey’s Chocolate World and Hershey Company product inquiries.
  • Open and maintain customer accounts and orders for general consumers, visitors, retirees, local businesses, and any other new business wholesale accounts.
  • Follow up with guests who participate in the receipt survey via e-mail or phone to gain a better understanding of their experience.


40% Guest and Customer Shipping

  • Processes Wholesale and Seasonal Customers orders received via the phone and email order.
  • Collaborates with retail associates to place and ship guest orders from the retail store.
  • Processes guest retail orders received directly from the CW Concierge phone number or from the corporate 800 number for guest product orders, exchanges, or refunds.
  • Maintains all invoices, packing slips, shipping requisition forms, tracking information, and daily transaction receipts for all purchases and shipments.


Minimum knowledge, skills, and abilities required to successfully perform major duties/responsibilities:   


  • Excellent verbal and written communication and customer service skills
  • Ability to interact with all levels of people
  • Ability to handle multiple tasks
  • Ability to be productive in a fast-paced environment
  • Strong administrative and financial skills
  • Strong Computer skills (Word, Excel, PowerPoint, Outlook, Gateway and Great Plains, and AX
  • Salesmanship skills
  • Ability to react quickly to special situations/crisis situations (remain calm)
  • Special work schedule (work weekends/evenings/holidays)
  • Process Improvement Oriented
  • Experience using Microsoft Excel (spreadsheets with pivot tables and charts)
  • There is repetitive motion of the hands, fingers, and wrists when keyboarding



Minimum Education and Experience Requirements:   


Education: Associate or Bachelor’s degree in Business, Marketing, or related field preferred   

Experience: Previous experience using Microsoft Programs


This description covers the most significant duties performed, but you may be responsible for other minor related work assignments.


Nearest Major Market: Harrisburg

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