Customer Support Operations Leader

2 weeks ago

South Egremont, Massachusetts, United States Catamount Ski Resort LLC Full time
Position Overview

Role Summary: The Customer Service Manager is responsible for overseeing the daily operations of the customer service department, ensuring high-quality service delivery and efficient management of staff.

Key Responsibilities:

  • Manage the daily functions of the customer service and ticketing operations, ensuring seamless communication and responsiveness.
  • Recruit, train, and mentor customer service personnel, fostering a culture of excellence and accountability.
  • Develop and maintain comprehensive training materials for new hires, ensuring a smooth onboarding process.
  • Optimize staffing levels to align with customer demand, maintaining financial efficiency.
  • Oversee the creation and management of work schedules for the customer service team.
  • Communicate operational procedures and updates to all team members and collaborate with management to uphold a professional work environment.
  • Conduct regular check-ins with staff to provide support, recognize achievements, and encourage professional growth.
  • Monitor and analyze accounts receivable reports and coordinate with relevant departments to ensure accurate information dissemination.
  • Maintain essential office documentation, ensuring accessibility for the customer service team.
  • Track and manage employee benefits, including discounts and promotional offers.
  • Oversee the point-of-sale and reservation systems, assisting in the development of seasonal products and promotions.
  • Ensure all financial transactions are accurately processed and documented by the customer service staff.
  • Administer the charitable donation program and manage payment plans for applicable services.
  • Facilitate group bookings by coordinating with various departments and ensuring all necessary documentation is completed.
  • Maintain ongoing communication with group organizers to foster strong relationships and ensure successful events.

Reporting Structure: This position reports directly to the Director of Base Area Operations and collaborates closely with the Director of Business Development for group sales initiatives.

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