Customer Relations Lead and Team Coach for Guest Experience

Sight & Sound Brand; Ronks (PA); On-site; USD 48,000 - 60,000; Full time

Job summary

Sight & Sound is seeking a Customer Relations Lead to oversee day-to-day operations of the Contact Center and Box Office, ensuring exceptional guest satisfaction. The role focuses on coaching, leadership, and cross-department collaboration to uphold the organization’s core values.

A strong customer-service background and ability to lead through change are essential. As a senior team member, you’ll monitor workflows, train staff, and maintain high service standards, while supporting policy

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.
• Willingness, desire, and ability to learn, develop, train, lead, and serve.
• Demonstrated ability to build relationships with team members and multiple departments.

Responsibilities

• Lead Sight & Sound’s Core Values and Culture.
• Lead Customer Service Representatives in their daily tasks and address difficult customer situations as needed.
• Manage day-to-day tasks in the Contact Center/Box Office, including queue monitoring, scheduling adherence, QA, and administrative duties.
• Foster a positive, encouraging, 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 and giftings through relationships and 1-on-1s.
• Ability to lead or make decisions in the absence of the Customer Relations Manager.
• Collaborate with Guests Service departments to ensure an exceptional guest experience.
• Stay current with policy and procedural changes within Customer Relations.
• Execute other duties as assigned.

Skills

Interpersonal skills

Leadership

Customer service

Calm under pressure

Relationship building

Coaching & training

Change management

Time management

Job description

Sight & Sound is seeking a Customer Relations Lead to oversee day-to-day operations of the Contact Center and Box Office, ensuring exceptional guest satisfaction. The role focuses on coaching, leadership, and cross-department collaboration to uphold the organization’s core values.

A strong customer-service background and ability to lead through change are essential. As a senior team member, you’ll monitor workflows, train staff, and maintain high service standards, while supporting policy