Customer Service Lead

Grand Canyon Resort Corporation; Peach Springs (AZ); On-site; USD 36,000 - 48,000; Full time

Job summary

Grand Canyon Resort Corporation is seeking a Customer Service Lead for the Skywalk division. You will supervise daily operations, greet guests, and guide them through photo options and purchases.

Responsibilities include training new staff, ensuring high-quality guest experiences, and assisting in retail and ticket sales while maintaining a collaborative team environment.

Qualifications

• Experience in customer service and sales required.
• Knowledge of Hualapai history and culture preferred.
• Computer literacy and ability to upsell photos.
• Excellent oral and interpersonal communication.

Responsibilities

• Assign Express Drivers/Posts and Janitorial daily.
• Greet guests; explain photo options and flows.
• Engage guests; use software to enhance photos.
• Print pictures and prepare flash drives for packages.
• Direct customers through ticket purchase and pickup.
• Support retail/ticket sales as needed.
• Train and mentor new Photo Guides; promote teamwork.

Skills

Customer service

Sales experience

Microsoft Office

Communication

Team player

Education

High School Diploma or GED

Tools

Galaxy POS

Retail Pro

Job description

Benefits:

• Paid time off

Position: Customer Service Lead

Department: Skywalk

Classification: Non-Exempt

Salary Range: NE3W

Supervisor: Customer Service Supervisor

Position Summary:

Responsible for QA/QC (Quality Assurance/ Quality Control) of Express Tours and Janitorial. Ensures Express guides greets customers and gives proper information on the Hualapai history and culture. Does daily assigning for Express and Janitorial. Directs customer flow through the Skywalk in a professional and courteous manner. Acts as Lead and assists in training new or less experienced Express Drivers or Janitorial. Ensures outstanding customer service for guests and acts as a Hualapai ambassador. Works with the guests in reviewing their pictures, using software to make changes to enhance photos. Uses selling techniques to sell pictures and upsell packages to guests. Prints pictures purchased and places in folders for purchase. Prepares flash drives for packages purchased. At the end of the day assist Retail with closing out the cashiers.

Knowledge and Abilities:

• Experience using Microsoft Office Suite.
• Knowledge of the Hualapai history and culture
• Experience with green screen preferred
• Customer service and sales experience required.
• Demonstrated ability to interact with guests, tour groups, and provide prompt, outstanding customer service while answering questions.
• Demonstrated ability to review and enhance photos so that guests will purchase.
• Demonstrated ability to understand questions being asked and provide detailed information regarding photo purchases.
• Demonstrated ability to communicate in a clear, concise manner.
• Demonstrated ability to work in and foster a team environment, multi-task efficiently and maintain positive working relationships.
• Demonstrated ability to meet monthly sales goals, as set forth by management.
• Demonstrated ability to work in a fast-paced sales environment, staying calm and focused.
• Demonstrate the ability to work well with a team to assure the customers have that WOW experience.
• Ability and the know how to work with POS (Point of Sale) systems (Galaxy and Retail Pro) closing out at the end of the day.

Duties & Responsibilities:

• Responsible for daily assignment of Express Drivers/Posts and Janitorial.
• Greet guests as they approach the skywalk, being courteous, friendly, and helpful. Explain the different Photo options.
• Engage guests as they are viewing their photos and use software to enhance photographs.
• Print pictures purchased and place in folders. Prepare flash drives for customers purchasing packages.
• Direct customers flow through the purchase and pick-up of Skywalk tickets.
• Assist in retail or ticket sales areas, as time permits.
• Foster a team environment, multi-task efficiently and maintain positive working relationships.
• Assist with training new and less experienced Photo Guides. Act as a role model for the team.
• Perform other work-related duties as assigned.

Qualifications:

• Excellent oral communication skills and strong interpersonal skills.
• High School Diploma or GED.
• Computer literacy and sales experience required.
• Preference given to Hualapai Tribal members.

Working Conditions:

Position requires the ability to stand for extended periods of time. Requires lifting to 25 lbs. must be able to work varying schedules, weekends, and holidays