Service team lead

Egg Harbor Township, NJ

Spencer's

Spencer's is the mall destination for entertainment, excitement and fun. For over 60 years we have been offering unique product for the lifestyle style of our core 18-24 year old guest, always inspired by humor and irreverence.

Originally a mail-order catalog in Easton, PA, Spencer's has been the leader in fun and novel products from the Whoopie Cushion to lava lights.

In 1963 Spencer's expanded its reach and opened its first store in the Cherry Hill Mall in Cherry Hill, New Jersey where we continue to operate.

Job Description

OverviewWe are authentic, professional providers of fun, focused on building a Great Place To Work For All by staying true to our mission : "Life's a Party, We're Makin' It Fun!" and "So Much Fun It's Scary!"At Spencer's and Spirit Halloween, we do the right thing always-integrity, fairness, respect, and transparency are our foundation.

You will find our culture to be inclusive, passionate, resilient, and one that values differences and embraces all.One Team / One GoalWe are leaders and owners of our business success.

Whether it's developing new and exclusive costumes, quality testing products, or implementing technology solutions, our teams understand the value of working collaboratively to embrace change through innovation, curiosity, and thoughtfulness.

ResponsibilitiesThis position is responsible for managing seasonal Guest Services associates. In this role you will oversee and organize assigned tasks and will also assess team performance and provide feedback to employees.

Assist with daily operations of the call center by answering customer calls and resolving issues or concerns within predefined parametersRespond to customer complaints by the timely coordination of field input where requiredOrganize workloads and delegate tasksAnswer questions and assist associates with escalated callsEnsure that operational performance goals and Key Performance Indicator (KPI) performance standards are metUtilize all dashboard tools and metrics to monitor and evaluate call, email, live chat and social mediaTrack individual, team, and call center results to identify and act on both positive and negative performanceProvide written / verbal communication and follow up to ensure associates are fully informed of all new information related to products, procedures, and guest needsQualificationsHigh school diploma or general education degree (GED);

or one to three months related experience and / or training; or equivalent combination of education and experienceProficient in Microsoft Suite to include Word, Excel, and OutlookExcellent written and verbal communication skillsStrong organizational and time management skillsAbility to manage and provide support to other associates

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Last updated : 2024-04-07