Customer Experience Director

3 weeks ago


Charlotte, North Carolina, United States U S National Whitewater Center Full time

About the Role: As a key member of our team, you will oversee the operation of various guest services locations and processes at the U.S. National Whitewater Center. This includes pass sales, gear rentals, equipment storage, security, parking, custodial services, guest feedback, and inquiries.

Key Responsibilities:

  • Lead a team of front-line employees responsible for assisting and guiding guests through their visit.
  • Recruit, train, and coach staff to ensure exceptional customer care and clear communication with guests.
  • Manage first encounters with guests and resolve issues promptly.
  • Maintain a clean and welcoming environment, ensuring consistency in guest service delivery and employee experience.
  • Participate in strategic meetings to improve efficiency and guest satisfaction.

Requirements:

  • 3 years of management-level experience in guest services, customer service, or hospitality.
  • Excellent customer service and communication skills.
  • Ability to work under pressure, process unique circumstances, and provide positive resolutions.
  • Flexibility to work evenings, weekends, holidays, and during events as needed.

Benefits:

  • A competitive salary of approximately $60,000 - $80,000 per year.
  • Access to Whitewater Center's pass activities and staff discount program.
  • Health, dental, vision, FSA, and 401K benefits.
  • Paid time off.

About Us: The U.S. National Whitewater Center is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, or genetics.



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