Seasonal Guest Services Supervisor

2 weeks ago


Trenton, New Jersey, United States Spencer's & Spirit Halloween Full time
Overview
At Spencer's and Spirit Halloween, we pride ourselves on being genuine and professional providers of enjoyment, dedicated to fostering a Great Place To Work For All. Our mission is clear: "Life's a Party, We're Makin' It Fun" and "So Much Fun It's Scary."
Our core values of integrity, fairness, respect, and transparency shape our culture, which is inclusive, passionate, and resilient, celebrating diversity and embracing all individuals.
Team Collaboration
We take ownership of our business success as leaders.

From creating unique and exclusive costumes to ensuring product quality and implementing innovative technology solutions, our teams recognize the importance of collaboration and adaptability in a changing environment.

Key Responsibilities
This role entails overseeing seasonal Guest Services associates.

You will be responsible for organizing tasks, assessing team performance, and providing constructive feedback to team members.

Manage daily operations of the call center by addressing customer inquiries and resolving issues within established guidelines.
Handle customer complaints by coordinating timely input from the field as necessary.
Distribute workloads and assign tasks effectively.
Assist associates with escalated calls and inquiries.
Ensure that operational performance goals and Key Performance Indicators (KPIs) are consistently achieved.
Utilize dashboard tools and metrics to monitor and evaluate performance across calls, emails, live chats, and other communication channels.
Track individual and team results to identify areas for improvement and celebrate successes.
Provide clear written and verbal communication to keep associates informed about updates related to products, procedures, and customer needs.
Qualifications
- High school diploma or equivalent education (GED); or one to three months of related experience and/or training; or a combination of education and experience.
- Proficient in Microsoft Office Suite, including Word, Excel, and Outlook.
- Exceptional written and verbal communication skills.
- Strong organizational and time management abilities.
- Capability to support and manage fellow associates.

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