Associate, Animatronics

Spencer's; Egg Harbor Township (NJ); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Flexible work environment

Career advancement

Competitive base salary

Bonus opportunity

Vacation, personal, sick, and holiday

Medical, dental, vision, disability, &

401k with company match

30% merchandise discount

Job summary

Spencer's is seeking an Animatronic Associate to serve as the escalation point for Animatronic and ISE questions, communicating with guests and store teams via multiple channels and shipping necessary parts. The role emphasizes problem resolution, collaboration with partners, and seasonal training support.

Requires an Associate’s degree or 3+ years in customer support; experience in a tech environment is a plus.

Qualifications

• Associate’s Degree or 3+ years in customer support operations; tech environment a plus.
• Technical or mechanical experience with products preferred.
• Guest-facing verbal and written experience in a technical role.
• Experience in a fast-paced environment with good time management and communication.
• Excellent organizational skills.
• Strong understanding of guest support and call center best practices.
• Hands-on end-user support in high-availability, mission-critical operations; managed services experience a plus.

Responsibilities

• Serve as the escalation point for Animatronic and ISE product questions and problems.
• Communicate with guests, store staff, and internal partners via phone, email, and live chat.
• Document trends and report; ship necessary parts to guests.
• Log support calls and initiate the case resolution workflow.
• Identify failure points and determine troubleshooting options and required parts.
• Coordinate with departments to ensure enhancements and fixes meet guest needs.
• Assist with preseason product testing.
• Train and mentor temps during peak season.
• Other duties as assigned.

Skills

Customer support

Communication

Time management

Organizational skills

Guest support

Education

Associate’s degree or 3 years customer support experience

Tools

Technical knowledge in animatronics

Job description

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

The Animatronic Associate will serve as the escalation point of contact for Animatronic and In Store Experience (ISE) product questions and problems. It will include communicating in person and through phone, email and live chat with our guests, other guest service team members, store associates and internal partners. Also documenting and reporting trends as well as processing and shipping necessary parts to our guests.

• Receives and logs support calls while working with guests to identify the level to the problem and initiates the case resolution workflow
• Performs problem determination to identify and isolate failure point to determine troubleshooting options and/or needed parts to resolve
• Works with other partnering departments to ensure that needed enhancements and defect corrections work properly and meet guest requirements
• Takes part in preseason product testing
• Assists our store associates and all field team member with ISE setup and Animatronic troubleshooting
• Resolves Animatronic and ISE support questions, issues, and failures
• Assists management in controlling costs. Reports expenses of parts, replacements and shipping costs in a timely manner
• Trains, coaches, and mentors a team of temps during peak season
• Other duties as assigned

Qualifications

• An Associate’s Degree or a minimum of 3 years’ experience in customer support operations, or, equivalent education and business experience. Previous experience working in a tech environment is a plus
• Technical or Mechanical experience with products preferred
• Guest facing, verbal and written experience in a technical role as Guest support
• Experience in a fast-pace environment, good time management, solid communication skills, and quick response
• Excellent organizational skills
• Strong understanding of Guest Support and Call Center Best Practices
• Hands-on experience providing end-user support in a high availability, mission critical support operation. Managed Services Support experience is a plus

Pay Range

$20.00 per hour