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Customer Experience Assistant Manager

1 month ago

Pleasant Grove, Utah, United States American Land & Leisure Full time

Position Description: Are you someone that enjoys the outdoors, talking to people on the phone, being part of a team and take pride in helping others? Then YOU may be the person we are searching for American Land & Leisure has been managing Campgrounds, Day Use Areas and Boat Launches for over 35 years and in 7 states across the country. We are looking for a Customer Experience Assistant Manager to work in our Pleasant Grove, Utah Corporate Office. Key Responsibilities: 1. Assume Duties of the Customer Experience Manager as Needed: Assume the duties and responsibilities of the Customer Experience Manager (the Manager) in their absence. Support the Managers expectations, provide regular feedback to the Manager and the department team members are properly equipped to excel in their roles. 2. Remote Team Management: Train, and assist in managing and supporting a remote team of staff responsible for campground reservations, customer inquiries, and questions guests may have about day-to-day operations. Foster a positive and efficient remote working culture, ensuring team members remain engaged and motivated. Monitor the performance of these staff and provide regular feedback to them on their ability to meet the department goals. Assist the manager in addressing issues and provide troubleshooting support for remote team staff. 3. Reservation Data Management: Assist in oversight of the reservation data on facilities that AL&L manages. This includes keeping campground fees, reservation dates, and availability updated on the Recreation One Stop platform for the National Forests and Utility Company campgrounds that AL&L manages. Ensure all campground reservation and fee details are modified as needed when service interruption occurs like closures for natural disasters or water distribution system repairs. Assist guests in securing refunds due to these interruptions in service. Assist in publishing information on the reservation portals any new facilities or services that are provided by AL&L. Provide regular updates to the home office staff on the volume of business utilizing AL&L managed facilities. 4. Customer Communication and Support: When the manager is not available, serve as the primary point of contact for customer issues related to campground reservations, fees, and the Scan & Pay payment system. Work with the Manager to develop customer communication strategies and tools (such as FAQs, guides, etc.) to ensure a smooth and informed experience for all users. Resolve customer complaints or issues in a timely, efficient, and friendly manner to maintain customer satisfaction and loyalty. 5. Customer experience data analysis and reporting: Oversee the electronic customer experience survey program. Ensure that all AL&L locations have a survey available and that the field managers on site understand how to access the results of the surveys. Collect and monitor customer feedback by district, and by system (Recreation.gov, Lewis River and Survey Money) to identify trends, areas for improvement, and opportunities for enhancing the customer experience. Work with the Manager to prepare and present regular reports to senior management regarding team performance, customer satisfaction metrics, and system effectiveness. Monitor and respond to on-line postings of complaints on behalf of AL&L. Collect and provide summations of comments and trending data. 6. Collaboration and Stakeholder Engagement: Collaborate with internal departments and external partners (such as U.S. National Forests, utility companies, and contractors) to ensure the communications about AL&L managed facilities is clear, accurate and concisely displays the services being provided. Work closely with the field managers to ensure proper promotions, availability, and on-site customer-facing communications are up to date. Qualifications: Proven experience in customer experience management, remote team management, or related fields. Strong knowledge and experience with campground reservation platforms and payment systems, specifically update.rec.gov, is a plus. Exceptional communication skills, both written and verbal. Demonstrated ability to lead, manage, and train remote teams effectively. Strong attention to detail, organization, and problem-solving skills. Ability to manage multiple tasks and priorities in a fast-paced environment. Familiarity with U.S. National Forests and utility company campground operations is desirable. A customer-centric approach, with a commitment to improving processes and enhancing customer satisfaction. Experience: 2 years of experience in customer experience management or relevant roles. Previous experience working in a remote team environment is a plus. Work Environment: Fast-paced office environment in the corporate office in Pleasant Grove, Utah Only Serious Applicants Should Apply Additional Information: Job Advertisement: Compensation details: 18-19 Hourly Wage PIa355e82ca96d-25448-37017360