Customer Service Manager

  Sports Facility
  West Region
  Administration/Management
  Posted/Updated: 04/07/20

Job Summary


 
THE ROLE    

  • The Customer Service Manager will report to the Director of Human Resources. 
  • The successful candidate will help lead the locations efforts in creating and maintaining a culture of service, while assisting in all public facing location communications. 
  • This shall include the employee surveys, event based guest surveys, as well as rewards and recognition program.

 
ESSENTIAL FUNCTIONS 

  • Develop and maintain extensive knowledge about the facility and services in order to assist any and all guests
  • Responsible for the design and support of customer service training materials
  • Responsible for the development and rollout of employee recognition programs
  • Support the operating departments signage and marketing efforts in regards to new products and services.
  • Create reports to compile customer feedback and analyze trends
  • Takes ownership for difficult customer situations with the ability to see the situation to resolution
  • Develop a strong relationship with Client based marketing teams to support local and corporate initiatives while maintaining client approval
  • Communicate with guests to take on-site surveys during events; compile and track results to identify trends and areas of concern
  • Lead our secret shopper efforts and analyze data to support actionable effort
  • Take a lead role in the location Huddle team to help facilitate team building efforts.
  • Generate location specific communications for internal recognitions and employee communications

 
QUALIFICATIONS

  • Bachelor’s degree or equivalent
  • 5+ years of relevant work experience
  • Proficiency in Microsoft Office (Word, Excel, PowerPoint)
  • Friendly and warm personality with an ability to connect to game day employees and fans
  • Customer service oriented with the ability to interact with all levels of management
  • Background or degree in Marketing or Communications
  • Ability to multi task in a fast paced team setting in addition to work independently
  • Creative skill set with the ability to shift from project to project.
  • Excellent oral and written communication skills
  • Must be detail-oriented and extremely organized with the ability to learn new programs and procedures
  • Must be flexible to work extended hours due to business requirements including nights, weekends and holidays.

 
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.

 



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