LEGENDS

Founded in 2008, Legends’ operating divisions worldwide include – Global Planning, Global Sales, Hospitality, Global Partnerships, Global Merchandise, Legends IQ, Attractions, Growth Enterprises – offering clients and partners a 360-degree data and analytics fueled service solution platform to elevate their brand and execute their vision. Currently, Legends works with marquee clients across business verticals including professional sports; collegiate; attractions; entertainment; and conventions and leisure. We are the industry leaders in designing, planning, and realizing exceptional experiences in sports and entertainment. For more information, visit www.Legends.net and follow us on Twitter and Instagram @TheLegendsWay.

THE ROLE

The Customer Service Supervisor will report directly to the Customer Service Manager while working closely with the other Customer Service Representatives, Concessions, Merchandise and Premium Services department managers.

ESSENTIAL FUNCTIONS

Customer Service Supervisor plays a vital role in the company. Other duties may be assigned to meet business needs. The essential duties and responsibilities of the position include:

• Help create an environment that cares for the customer service team and celebrates the teams’ successes.
• Recruit, train, mentor and motivate a high-performing team focused on delivering exceptional customer support and service.
• Set clear goals in partnership with the Customer Service Manager. Provide regular feedback and conduct performance audits to foster professional growth and excellence within the team.
• Establish and enforce customer service standards in partnership with the Customer Service Manager to ensure consistent service delivery.
• Monitor individual and department performance utilizing performance metrics/KPIs. Review and communicate these metrics with the team and provide the necessary training and support for continued elevation and improvement.
• Handle customer complaints, provide appropriate solutions and alternatives. Follow-up to ensure resolution.
• Provide direction and appropriate support using effective resources to enable the team to deliver high performance.
• Ability to think fast, find answers, and respond quickly to customer issues, all while being polite, empathetic, and professional in both tone and approach.
• Excellent customer care and focus; ability to assess customers' needs and provide the correct answer, path, troubleshooting, or method for a positive customer experience.
• Ability to learn and follow all customer service procedures and policies.
• Assist with new hire training to ensure the team is provided the necessary support amidst their onboarding.
• Create training guides for new policies and initiatives rolled out to the Customer Service team.

QUALIFICATIONS

• High School diploma or GED equivalency
• 2 years managing a customer service team or operation. This can include customer support, client services, sales, or a related field.
• Customer-focused for positive customer experience and resolution.
• Experience managing and measuring KPIs to help drive team performance.
• Knowledge of Microsoft Office - Word, Excel, PowerPoint, Outlook, and Teams.
• Ability to work independently as well as collaboratively.
• Ability to prioritize and execute with a sense of urgency and preciseness.
• Excellent verbal and non-verbal communication skills.
• Ability to multi-task and balance multiple priorities.
• Excellent time management and prioritization skills.
• Ability to actively listen and both retain and relay information in an ever-changing, fast-paced environment.

COMPENSATION

Competitive salary, commensurate with experience, and a generous benefits package that includes: medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.

WORKING CONDITIONS

Location: On-Site

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit, talk, hear; use hands and fingers, and handle controls. The employee frequently is required to reach with hands and arms. The employee is required to stand, walk, and stoop. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Legends is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or genetic information.