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.

We offer a comprehensive benefits package that includes:

• Flexible work environment
• Career advancement
• Competitive base salary
• Bonus opportunity
• Vacation, Personal, Sick and Holiday pay
• Medical, Dental, Vision, Disability, Life and AD&D insurance
• 401k with a company match
• 30% merchandise discount

Responsibilities

This position will oversee the day-to-day operations and workflow of the Guest Services Team, ensuring quality and guideline compliance. This position will also work effectively across departments to ensure seamless communication and information sharing for performance enhancement, training, and process improvement.

• Oversee the day-to-day performance and workflow of the Guest Services Team and answer team questions, help with problems, and oversee their work for quality and guideline compliance
• Work effectively across all departments to ensure that information is captured and communicated appropriately for purposes of performance, training and process improvement and maintain comprehensive working knowledge of all programs, tools, and systems
• Ensure that operational performance goals and Key Performance Indicator performance standards are met
• Take escalated customer calls and answer questions/recommend corrective services to address guest complaints
• Perform department auditing and assessments for the team and provide feedback for calls, live chat, emails and social
• Assist in determining work procedures, prepare work schedules, and expedite workflows
• Conduct team meetings to update members on best practices and continuing expectations and administer corrective action when needed, following all departmental guidelines and established timeframes
• Coach and develop associates to improve quality, performance, and productivity; develop and implement goals and action plans as needed
• Participate in hiring and interviewing processes and new team member onboarding

Qualifications

• Bachelor or Associates degree or 3-5 years' experience and/or training; or equivalent combination of education and experience
• Proficiency with MS Office to include Outlook, Word, and Excel
• Strong verbal and written communication skills
• Excellent organizational skills to manage and prioritize multiple tasks
• Ability to remain confidential with all proprietary and sensitive information
• Ability to mentor and provide support to other associates