Customer Service Lead & Operations Coach

Elkhart Lake’s Road America; Town of Plymouth (WI); On-site; USD 42,000 - 63,000; Full time

Job summary

Road America in Wisconsin seeks a dedicated and enthusiastic Customer Service Representative Lead. You will ensure guests receive exceptional service by handling inquiries efficiently, overseeing customer service operations, and supporting the team with a proactive approach.

Key duties include managing escalations, refunds, donations, and season pass pickup, while coordinating office tasks and light cleaning with the staff. Weekend work is required during the season.

Qualifications

• High school diploma or GED required.
• Previous leadership experience required.
• 3–5 years in customer service and/or event organization.
• Proficiency with Microsoft Office Suite and strong computer skills.
• Excellent written and verbal communication.
• Weekend work during the season required.

Responsibilities

• Provide exceptional customer service to customers via phone, email, chat, and in-person interactions.
• Respond to customer inquiries, triage issues, and escalate to the right teams.
• Manage customer escalations as the first-level manager.
• Manage and process refund requests and tracker along with the Customer Service Manager.
• Manage and process donation requests.
• Responsible for Season Pass pick up.
• Oversee daily call center operations and ensure service level targets are met.
• Monitor team performance through KPIs (call volume, talk time, sales, etc.).
• Coach, mentor, and develop team members to improve performance and engagement.
• Conduct regular call monitoring and provide constructive feedback.
• Handle escalated customer issues and provide resolution support.
• Assist with scheduling, staffing, and workload distribution.
• Train new hires and support ongoing employee development.
• Report weekly and monthly call center performance.

Skills

Leadership

Customer service

Event organization

MS Office

Communication skills

Education

High school diploma or GED

Tools

Microsoft Office Suite

Job description

Road America in Wisconsin seeks a dedicated and enthusiastic Customer Service Representative Lead. You will ensure guests receive exceptional service by handling inquiries efficiently, overseeing customer service operations, and supporting the team with a proactive approach.

Key duties include managing escalations, refunds, donations, and season pass pickup, while coordinating office tasks and light cleaning with the staff. Weekend work is required during the season.