Customer Relations Lead

Sight Sound; Ronks (PA); On-site; USD 45,000 - 62,000; Full time

Job summary

Sight & Sound is seeking a Customer Relations Lead to oversee day-to-day Contact Center/Box Office operations and to instill a passion for supreme guest satisfaction. You will guide the Customer Relations team, monitor queues, ensure schedules are followed, and coach staff to deliver exceptional service in a collaborative environment.

You will partner with other departments, stay current with policy changes, and handle escalations with calm leadership.

Qualifications

• Excellent interpersonal skills for a positive work environment.
• Ability to stay calm and rational under pressure and time demands.
• Willingness and ability to learn, develop, train, lead and serve.
• Proven ability to build relationships across departments.
• Strong computer skills to operate in a contact center environment.
• Ability to plan and implement change effectively.
• Ability to prioritize multiple tasks efficiently.
• Ability to work a flexible schedule.

Responsibilities

• Lead Sight & Sound’s Core Values and Culture.
• Oversee Customer Service Representatives' daily tasks and address difficult customer situations.
• Manage day-to-day Contact Center/Box Office operations and adherence to schedule.
• Create a positive and collaborative culture within the Customer Relations team and across departments.
• Provide leadership and coaching to current and future employees.
• Develop team members by identifying strengths through 1-on-1s.
• Lead or make decisions in absence of the Customer Relations Manager.
• Partner with Guests Service to ensure an exceptional guest experience.
• Stay current with policy and procedural changes within the department.
• Perform all other duties as assigned.

Skills

Interpersonal skills

Calm under pressure

Learn and develop

Relationship building

Strong computer skills

Change planning

Task prioritization

Flexible schedule

Job description

Sight & Sound is an organization comprised of people with diverse talents coming together as one in Christto 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.

Essential Duties And Responsibilities

• Lead Sight & Sound’s Core Values and Culture
• Lead 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, which may include tasks such as monitoring queue levels, ensuring adherence to schedule, quality assurance monitoring, various administrative duties, and providing a physical presence within the Contact Center/Box Office.
• Create 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 coaching and training current and future employees.
• Develop team members by identifying strengths and giftings through relationships and 1-on-1s.
• Ability to lead (or make decisions) in the absence of the Customer Relations Manager.
• Partner across Guests Service departments to ensure an exceptional guest experience.
• Stay current with policy and procedural changes within the Customer Relations Department.
• All other duties as assigned.

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, and ability to learn, develop, train, lead, and serve
• Demonstrated ability to build relationships with members of the Customer Relations Team as well as multiple other departments
• Strong computer skills
• Demonstrated ability to plan and implement change
• Demonstrated ability to prioritize tasks
• Ability to work a flexible schedule

The physical demands of this position are typical for a desk job. You will be at a desk most of the day, typically with the option to sit or stand. You may have to lift/exert up to 10 lbs. of force on occasion. The full physical requirements of this job are available upon request. 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.