Temporary Team Lead, Guest Services

Job Description

Overview

We 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 Goal

We 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.

Responsibilities

This 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 parameters
• Respond to customer complaints by the timely coordination of field input where required
• Organize workloads and delegate tasks
• Answer questions and assist associates with escalated calls
• Ensure that operational performance goals and Key Performance Indicator (KPI) performance standards are met
• Utilize all dashboard tools and metrics to monitor and evaluate call, email, live chat and social media
• Track individual, team, and call center results to identify and act on both positive and negative performance
• Provide written / verbal communication and follow up to ensure associates are fully informed of all new information related to products, procedures, and guest needs

Qualifications

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience                                                  
• Proficient in Microsoft Suite to include Word, Excel, and Outlook
• Excellent written and verbal communication skills
• Strong organizational and time management skills
• Ability to manage and provide support to other associates