Team Lead, Animatronics

Overview

We are authentic, professional providers of fun, focused on building a Great Place To Work For All by staying true to our mission: "Life's a Party, We're Makin' It Fun!" and "So Much Fun It's Scary!"

At Spencer's and Spirit Halloween, we do the right thing always-integrity, fairness, respect, and transparency are our foundation. You will find our culture to be inclusive, passionate, resilient, and one that values differences and embraces all.

One Team / One Goal

We are leaders and owners of our business success. Whether it's developing new and exclusive costumes, quality testing products, or implementing technology solutions, our teams understand the value of working collaboratively to embrace change through innovation, curiosity, and thoughtfulness.

We offer a comprehensive benefits package that includes:

• Flexible work environment
• Career advancement
• Competitive base salary
• Bonus opportunity
• Vacation, Personal, Sick and Holiday pay
• Medical, Dental, Vision, Disability, Life and AD&D insurance
• 401k with a company match
• 30% merchandise discount

Responsibilities

This position is responsible for managing seasonal technical support associates. In this role you will oversee and organize assigned tasks and will also assess team performance and provide feedback to employees.

• Assist with daily operations of the call center by answering customer calls and resolving issues or concerns within predefined parameters
• Respond to customer complaints by the timely coordination of field input where required
• Resolves Animatronic and ISE support questions, issues, and failures
• Assists store associates and field team members with ISE setup and Animatronic troubleshooting
• Collaborate with internal partners to ensure that product enhancements and defect corrections are up to standard
• Organize workloads and delegate tasks
• Answer questions and assist associates with escalated calls
• Ensure that operational performance goals and Key Performance Indicator (KPI) performance standards are met
• Utilize all dashboard tools and metrics to monitor and evaluate call, email, live chat and social media
• Track individual, team, and call center results to identify and act on both positive and negative performance
• Provide written/verbal communication and follow up to ensure associates are fully informed of all new information related to products, procedures, and guest needs

Qualifications

• Experience with technical or mechanical products preferred
• Experience with guest support in a technical setting
• Excellent written and verbal communication skills
• Strong organizational and time management skills
• Experience in a fast-paced environment
• Strong understanding of Customer Support and Call Center Best Practices