Team Lead, Guest Services in Egg Harbor Township, NJ at Spencer's

Date Posted: 8/8/2022

Job Snapshot

Job Description

Overview

Come work with us at Spencer's & Spirit Halloween, where you'll be working with the best and brightest colleagues as you help us deliver the most fun experience and product possible to our guests. We're fast-paced and take our work seriously, but we always have a good laugh at the end of the day. Walk through our stores or the halls of our corporate office and you'll see firsthand that we're laidback and irreverent. We're firm believers in being true to YOU, so tattoos and piercings are as common as watercooler convos. Whether it's critiquing our new exclusive costumes or quality testing newly implemented software technology, our teams understand the importance of working collaboratively to challenge status quo and achieve our goals. We keep pushing ourselves to go above and beyond and are looking for top talent to become a part of our team!

Responsibilities

Summary:   This position is responsible for supervising and coordinating all activities of our call center associates who provide verbal and written guest support services.  Will also assess team performance and providing feedback to employees.

Essential Duties and Responsibilities: include the following. Other duties may be assigned.

Assisting with daily operations of the call center by answering customer calls and resolving issues or concerns within predefined parameters.

Planning workloads and delegating tasks.

Respond to customer complaints by the timely coordination of field input where required.

Monitors productivity of guest service associates, create and generate reports.

Tracks individual, team and call center results to identify and act on both positive and negative performance

Monitors contacts to observe employee tone, technical accuracy and following correct procedures

Provides written / verbal communication and follow up to ensure associates are fully informed of all new information related to products, procedures, guest needs and company related issues, changes or actions.

Responsible for growth and development of direct reports.

Maintains a productive, fun and respectful work environment; among associates and resolves conflicts.

Qualifications

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above and below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

 

Education and/or Experience:                                            

 

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Computer Skills:                                                      

 

To perform this job successfully, an individual should have knowledge of Database software; Spreadsheet software and Word Processing software.  This includes Microsoft Office programs.

 

 

Other Skills and Abilities:                                                  

 

  • Strong communication skills.
  • Strong people and organizational skills.
  • Strong positive attitude towards customers and business.
  • Ability to mentor and provide support to other associates Time Management.

 

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. *Proof of vaccination for COVID-19 required for employment, reasonable accommodations considered for medical, pregnancy or sincerely held religious beliefs.