WHAT WE DO

To maintain a fulfilling work environment that propels the performance of an industry-leading service partner, we recruit the most talented individuals to become a part of our team.

Our collaborative culture and global presence create a stream of new and fresh opportunities to shape the future and advance our company.

We value your unique perspective, expertise, curiosity, and ambition.

Description

Are you passionate about providing exceptional customer service in the exciting entertainment industry? We are seeking a friendly and experienced Customer Service Representative Lead to join our team.

In this role, you will be responsible for overseeing a team of customer service representatives and providing support to our valued customers.

If you thrive in a fast-paced and dynamic environment, this could be the perfect opportunity for you!

Responsibilities

• Responds efficiently to customer requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas
• Provide excellent customer service and resolve customer inquiries or complaints in a friendly and efficient manner
• Assist Reservations Supervisor with escalations, day-to-day operations call volume and breakdown reports
• Monitor customer service metrics and report on team performance
• Develop and implement customer service policies and procedures to ensure consistent service delivery
• Collaborate with other departments to improve customer service processes and enhance the customer experience
• Responds efficiently to customer requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas
• Stay up to date with industry trends and advancements to provide knowledgeable assistance to customers
• Lead Team when Reservations Supervisor is not present
• Train Coach Reservation Agents
• Reports all Policy and Procedures violations to Reservations Supervisor

Requirements

• At least 4-6 years of experience in customer service, preferably in the entertainment / hospitality industry
• 2 years of proven leadership skills and experience managing a team
• Excellent communication and interpersonal skills
• Strong problem-solving abilities and the ability to think critically
• Proficient in using customer service software and Microsoft Office suite
• Ability to work under pressure and handle difficult customer situations with empathy and professionalism
• Flexible schedule and ability to work weekends and evenings as needed

Job Posted by ApplicantPro

Last updated : 2024-02-23