Customer Relations Lead

Sight & Sound; Branson (MO); On-site; USD 42,000 - 54,000; Full time

Job summary

Sight & Sound in Branson, MO, seeks a Customer Relations Lead to oversee day-to-day Contact Center/Box Office operations and foster superb guest service. This role prioritizes supporting the Customer Relations team and ensuring smooth queue management during peak hours.

Work is five of six days with daytime shifts 8:00am-5:00pm, plus some later shifts (10:45am-7:45pm or 12:30am-9:30pm) and occasional Saturdays; total 40 hours weekly.

Qualifications

• Excellent interpersonal skills contributing to a positive work environment.
• Ability to remain calm and rational under pressure and time demands in a fast-paced environment.
• Relational – a desire to build relationships with the Customer Relations Team and other departments; able to learn, develop, train, lead and serve.
• Strong computer skills and ability to implement and develop change.
• Minimum High School diploma and/or 1–2 years of customer service experience preferred.

Responsibilities

• Support and encourage Customer Service Representatives in their daily tasks.
• Monitor queue levels, schedule adherence, quality assurance, and maintain presence in the Contact Center/Box Office.
• Foster a positive, collaborative culture across departments.
• Provide leadership and mentor current and future employees.
• Step in during the Customer Relations Manager's absence and support Guest Services as needed.
• Stay current with policy and procedural changes within Customer Relations.

Skills

Interpersonal skills

Calm under pressure

Relational skills

Training and mentoring

Education

High School diploma

Job description

Sight & Sound is an organization comprised of people with diverse talents coming together as one in Christ to tell His story through who we are and what we do. We foster a culture of love for God and love for others, trust and teamwork, and a collaborative environment in which we get to do our best work every day.

The Customer Relations Lead is responsible for day-to-day Contact Center/Box Office operations and for instilling a passion for supreme customer and guest satisfaction within the team.

The Customer Relations team is operational six days a week, and Customer Relations Leads will work five out of the six days. The majority of the shifts will be day shifts, 8:00am-5:00pm. There will also be some later shifts each week (10:45am-7:45pm and/or 12:30am-9:30pm) throughout the week.

Some Saturdays will be required, and some Saturday shifts could be longer than 8 hours.

Each week would have a total of 40 scheduled hours.

Essential Duties And Responsibilities

• Support and encourage Customer Service Representatives in their daily tasks. When necessary, professionally address difficult customer situations.
• Responsible for the day-to-day tasks within the Contact Center/Box Office ex. Monitor queue levels, adherence to schedule, quality assurance monitoring, being a physical presence within the Contact Center/Box Office etc.
• Assist in creating a positive, encouraging and collaborative culture within the Customer Relations Team and across all other departments.
• Provide leadership and instill a passion for customer service through 1 on 1 mentoring and training current and future employees.
• Ability to take over in Customer Relations Manager's absence, and perform within all areas of Guest Services both internal and external.
• Stay current with policy and procedural changes within the Customer Relations Department.

Prerequisites

• Excellent interpersonal skills contributing to a positive work environment.
• Ability to remain calm and rational under pressure and time demands in a fast-paced environment.
• A willingness, desire
• Relational - A desire to build relationship with the Customer Relations Team as well as multiple other departments, and ability to learn, develop, train, lead, and serve.
• Strong computer skills and demonstrate the ability to implement and develop change.

Education and / or Experience

Minimum High School diploma and / or 1-2 years of customer service experience preferred.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.