Technical Customer Support Supervisor jobs in Juneau, AK

Overview

As the only aerial tramway in Southeast Alaska, guests at the Goldbelt Tram are invited to soar to new heights in scenic adventure aboard Juneau's top attraction. We offer locals and visitors an opportunity to experience breathtaking Alaska scenery, explore the miles of trails atop Mount Roberts, and learn more about Alaska Native culture. 

SUMMARY

Assists departmental supervisors in the delivery of services while providing the best possible customer service atmosphere and maximized operational efficiencies. 

Responsibilities

JOB DUTIES 

• Acts as ‘manager on duty’ (MOD) after 5:00 PM when tramway is open to the public; checking in will all departments and helping where needed – dealing with customer service issues, responding to guest emergencies, and counseling employees when necessary. 
• Assists operations in all departments; may be called upon to sell tickets, load tramcars, seat guests in restaurant, bus tables, expedite meals, help with special event preparation, help sales in retail, expedite retail shipping, balance deposits, deliver change, give directions, make deliveries, pickup orders from local wholesalers, assist with departmental inventories, police parking lot, and help with the movement of goods between the Mountain House and the Harbor Station. 
• Assists in maintaining consistent signage and information throughout facilities, maintains employee and public bulletin boards, looks for safety concerns and offers quick correction or brings to the Director of Operations, attends weekly safety meetings, and assists with follow-through on identified action items. 
• Strives to meet the Tramway’s objectives of top quality services by leading by example, demonstrating professional interactions at all points of contact, and ensuring efficient use of Tram resources and procedural reinforcement that results in profitability. 
• Ability to immediately identify operational and services problems and initiate resolutions, handle complaints quickly, efficiently and in the guests’, best interests. 
• Reviews employment applications, seeking individuals whose work ethic, experience, attitude, and references indicate the ability to sustain a successful employee-employer relationship; such review will include conducting initial interviews and checking employment references.   
• Guides new hires through their first hours of work at the Tramway by completing employment paperwork, making introductions, and providing an overview of established policies and procedures for both Goldbelt, Incorporated and Goldbelt Tram. 
• Work with HR to ensure a consistent new hire orientation is provided to all Goldbelt Tram employees. 
• Ability to work long, flexible hours, the night shift, and possibly a six (6) day work week. 
• Ability to supervise and motivate staff in all departments, led by example, and handle disciplinary and stressful situations in an effective manner. 
• Assists all departments with their projects by providing support with retail web sales, season pass sales, employee recruitment, public relations, snow removal, tram operations, remodeling, cleaning, refurbishment projects along with other office duties (e.g., answer phone, filing, errands). 
• Performs other incidental and related duties as required and assigned. 

Qualifications

NECESSARY SKILLS AND KNOWLEDGE 

• Ability to physically climb out of the tramway cabin under the direction of the Tram Operations & Maintenance Manager and staff. 
• Excellent communication, interpersonal, and customer service skills. 
• Must be proficient in understanding point of sales systems, computers, and standard office equipment. 
• Working knowledge/familiarity of tram operations systems. 
• Skill in establishing and maintaining cooperative working relationships with other employees. 
• Ability to work directly with the public, providing information and assistance on a daily basis. 
• Ability/willingness to learn and pass on to passengers those areas of interest to visitors, such as local history, people, culture, geography, etc. 

MINIMUM QUALIFICATIONS (education, experience, skills) 

• High school diploma or equivalent. 
• Four (4) years of tourism/business related management experience (college studies may be substituted on a year for year basis). 
• CPR and first aid, AED certificates; drug testing may be required. 
• A TAMs (Techniques in Alcohol Management) card is required within 2 months of appointment. 
• A food handlers card, (one-day food sanitation course) certification within 6 months of appointment. 

PREFERRED QUALIFICATIONS (education, experience, skills) 

• Two (2) years supervisory experience. 
• Prior Tram Operations experience. 
• EMS training (Emergency Trauma Technician or higher) 

WORKING CONDITIONS 

Standard restaurant, kitchen and bar environment as part of an aerial tramway and lift operation at an 1800 ft. elevation; constant exposure to extreme heights; periodic exposure to dangerous equipment during emergency evacuations or power failures.  Exposure to wilderness environment on mountain trails when checking on guest safety or responding to emergencies.  The Tram is a non-smoking facility with designated outside-smoking areas. 

ACKNOWLEDGMENT STATEMENT 

While this job description describes the essential functions and qualifications of the position described, it is not intended to serve as a comprehensive list of all the duties performed by all employees in this job.  Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-related duties.