Customer Experience Operations Manager

3 weeks ago


Hershey, Pennsylvania, United States AEG Full time
At AEG, we're seeking a highly skilled Customer Experience Operations Manager to join our team in Hershey, PA. This exciting role offers a competitive salary range of $45,000 - $55,000 per year, commensurate with experience.

**Job Description:**

As a Customer Experience Operations Manager, you will be responsible for maintaining accountability for the employee and guest experience of the Call Center. This position works in a team environment with other Call Center Employees, Supervisors, and Area Supervisors. You will enjoy sweet perks like FREE admission and parking to Hersheypark, discounts on food & shopping, and more as soon as you receive your Employee ID.

**Job Duties:***

* Conduct Guest Experience shift meetings with employees, supervisors, and area supervisors to ensure compliance with company standards.
* Maintain a clean work area, including preparing and sweeping queue areas, work stations, walkways/paths are free of debris, and removal of trash when necessary.
* Communicate with supervisor(s) regarding staffing needs and coordinate a team member's break schedule to ensure compliance with child labor laws.
* Ensure employees are trained at their assigned location and have proper documentation.
* Adhere to Guest Experience standard operating procedures and maintain proficiency in Order Entry, Contract, and Payment Plan options and phone etiquette.
* Maintain, complete, and audit proper documentation, including Arrears reporting, opening/closing checklists, training checklists, phone order entry, season pass record entry, cashier reconciliation reports, and inventory sheets.
* Conduct the required amount of internal audits and quality assurance assessments.
* Coach employees and administer disciplinary action when necessary.
* Provide our guests with exceptional guest services, resolve all guest inquiries in a timely manner (including collaborating with other departments when needed), and adhere to department and company service expectations.
* Initiate positive guest interactions and maintain a thorough working knowledge of Hersheypark guest programs and upsell applicable programs.
* Perform other duties as assigned.

**Qualifications:***

* Must be 18 years of age or older on the date of applying.
* Previous experience in a Call Center environment.

**Knowledge, Skills, and Abilities:***

* Must be proficient in the use of Google Workspace applications.
* Must be able to successfully attend and complete all department training requirements.
* Must have the ability to effectively communicate verbally, including delivering safety instructions/directions, verbal cues, and speaking clearly into microphones and radios.
* Must be comfortable with the use of electronic equipment and digital ticketing software.
* Must have the ability to remain alert and vigilant at all times.
* Must display a positive attitude, an eagerness to learn, and a professional image in compliance with Hershey Entertainment & Resorts guidelines.
* Must have the ability to safeguard confidential information.
* Embody Hershey Entertainment & Resorts Company core values: Devoted to the Legacy, Selfless Spirit of Service, Team Focused, Respectful of Others.

**Job Demands:***

* Must be able to work flexible hours, including mornings, evenings, weekends and holidays, as well as maintain three (3) days of operational availability, Memorial Day - Labor Day.
* Physical requirements include sitting for periods up to five (5) hours at a time, walking, bending, climbing stairs, and lifting up to twenty (20) pounds without assistance.
* Regular inside work is required, but also may also include outside work in various weather conditions including exposure to heat, cold, rain, snow, and other inclement weather.
* This job requires the visual ability to perform detailed work at close distances (computer screens, tickets, printed papers).

At AEG, we offer a dynamic and supportive work environment, a competitive salary, and excellent benefits. If you're passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

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