Customer Service Manager

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.