Jobs

    Temporary Team Lead, Guest Services - Egg Harbor Twp, United States - Spencer's & Spirit Halloween

    Spencer's & Spirit Halloween
    Spencer's & Spirit Halloween Egg Harbor Twp, United States

    3 weeks ago

    Default job background
    Description
    Temporary Team Lead, Guest Services

    in

    Egg Harbor Township, NJ

    at

    Spencer's

    Spencer's is the mall destination for entertainment, excitement and fun.

    For over 60 years we have been offering unique product for the lifestyle style of our core 18-24 year old guest, always inspired by humor and irreverence.

    Originally a mail-order catalog in Easton, PA, Spencer's has been the leader in fun and novel products from the Whoopie Cushion to lava lights.

    In 1963 Spencer's expanded its reach and opened its first store in the Cherry Hill Mall in Cherry Hill, New Jersey where we continue to operate.

    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.

    Responsibilities
    This position is responsible for managing seasonal Guest Services associates.

    In this role you will oversee and organize assigned tasks and will also assess team performance and provide feedback to employees.

    Assist with daily operations of the call center by answering customer calls and resolving issues or concerns within predefined parameters
    Respond to customer complaints by the timely coordination of field input where required
    Organize workloads and delegate tasks
    Answer questions and assist associates with escalated calls
    Ensure that operational performance goals and Key Performance Indicator (KPI) performance standards are met
    Utilize all dashboard tools and metrics to monitor and evaluate call, email, live chat and social media
    Track individual, team, and call center results to identify and act on both positive and negative performance
    Provide written / verbal communication and follow up to ensure associates are fully informed of all new information related to products, procedures, and guest needs
    Qualifications
    High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience
    Proficient in Microsoft Suite to include Word, Excel, and Outlook
    Excellent written and verbal communication skills
    Strong organizational and time management skills
    Ability to manage and provide support to other associates

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