Call Center Supervisor

Hersheypark; Hershey (PA); Hybrid; USD 17,000 - 25,000; Part time

Benefits offered by this job

Free admission and parking

Discounts on food & shopping

Employee ID benefits

Job summary

Hersheypark is seeking a Part-Time Team Member in the Call Center, based in Hershey, PA. You will lead guest interactions, manage queue areas, and ensure staff readiness across shifts. Training and documentation duties are essential to maintain service standards.

Responsibilities include audits, coaching, and resolving guest inquiries with a positive, professional demeanor, while upselling Hersheypark programs as appropriate.

Qualifications

• Must be 18 years or older at application time.
• Experience in a Call Center, hospitality, or guest services is required.
• Proficient in Google Workspace applications.
• Strong conflict resolution and problem-solving abilities.
• Able to communicate clearly, including safety instructions.

Responsibilities

• Lead guest experience shift meetings with staff and supervisors.
• Keep a clean work area and manage queue areas and stations.
• Coordinate break schedules with supervision and team members.
• Ensure staff are trained and have proper documentation.
• Follow standard procedures for Galaxy systems (Order Entry, POS, etc.).
• Complete and audit documentation, checklists, and inventories.
• Conduct internal audits and quality assurance.
• Coach staff and administer disciplinary actions when needed.
• Provide exceptional guest service and resolve inquiries promptly.
• Engage guests, promote Hersheypark programs, and upsell when appropriate.
• Handle guest correspondence via email and perform other duties.

Skills

Call Center Experience

Guest Services

Communication Skills

Tools

Google Workspace

Job description

Hersheypark Entertainment Complex
Hershey, PA 17033, USA

Description

Hersheypark amusement park spans 121-acres, and welcomes guests to experience Hersheypark Happy all year long! As the largest amusement park in Pennsylvania, Hersheypark is home to more than 70 rides including 15 coasters and 20+ kiddie rides, as well as a zoo, and an entire water park.

A Hersheypark Call Center Supervisor maintains accountability for the employee and guest experience of the Call Center. This position works in a team environment with other Call Center Employees, Supervisors, and Area Supervisors.

As a Part-Time Team Member, you will enjoy sweet perks like FREE admission and parking to Hersheypark, discounts on food & shopping, and more as soon as you receive your Employee ID!

Job Duties (Duties marked with an asterisk are essential functions of this job):

Conduct Guest Experience shift meetings with employees, supervisors, and area supervisors*

Maintain a clean work area including preparing and sweeping queue areas, work stations, walkways/paths are free of debris, and removal of trash when necessary*

Communicate with supervisor(s) regarding staffing needs and coordinate a team member’s break schedule.*

Ensure employees are trained at their assigned location and have proper documentation

Adhere to Guest Experience standard operating procedures and maintain proficiency in all forms of Galaxy, including Order Entry, Point of Sale, Contract, and Payment Plan options, as well as Guest Recovery Agent positions.

Maintain, complete, and audit proper documentation, including Arrears reporting, opening/closing checklists, training checklists, phone order entry, season pass record entry, and inventory sheets*

Conduct the required amount of internal audits and quality assurance assessments*

Coach employees and administer disciplinary action when necessary*

Provide our guests with exceptional guest services, resolve all guest inquiries in a timely matter (including collaborating with other departments when needed), and adhere to department and company service expectations*

Initiate positive guest interactions both in person and on the phone, and maintain a thorough working knowledge of Hersheypark guest programs, including the accessibility program, and upsell applicable programs

Assist with guest correspondence via email

Perform other duties as assigned

Qualifications:

Must be 18 years of age or older on the date of applying

Previous experience in a Call Center environment, hospitality, or guest services

Knowledge, Skills, and Abilities:

Must be proficient in the use of Google Workspace applications

Must have strong conflict resolution and problem-solving skills

Must be able to successfully attend and complete all department training requirements

Must have the ability to effectively communicate verbally, including delivering safety instructions/directions, verbal cues, and speaking clearly into microphones and radios

Must be comfortable with the use of electronic equipment and digital ticketing software

Must have the ability to remain alert and vigilant at all times

Must display a positive attitude, an eagerness to learn, and a professional image in compliance with Hershey Entertainment & Resorts guidelines

Must have the ability to safeguard confidential information

Embody Hershey Entertainment & Resorts Company core values: Devoted to the Legacy, Selfless Spirit of Service, Team Focused, Respectful of Others

Job Demands:

Must be able to work flexible hours, including mornings, evenings, weekends, and holidays, as well as maintain three (3) days of operational availability, Memorial Day - Labor Day. Must be able to maintain at least one (1) weekend day (Friday-Sunday) Labor Day through the beginning of November

Physical requirements include sitting for periods up to five (5) hours at a time, walking, bending, climbing stairs, and lifting up to twenty (20) pounds without assistance

Must be able to work in a combination of indoor and outdoor weather conditions. Employees are subject to a variety of weather conditions, including but not limited to: extreme heat, sun exposure, cold, and inclement weather.

This job requires the visual ability to perform detailed work at close distances (computer screens, tickets, printed papers)

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Hershey Entertainment and Resorts is an Equal Opportunity Employer

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.