Guest Experience Lead | Customer Care & Team Coaching

Sight & Sound Brand; Grapevine (TX); On-site; USD 54,000 - 76,000; Full time

Job summary

Sight & Sound is seeking a Customer Relations Lead to manage the day-to-day Contact Center/Box Office operations and drive top-tier guest satisfaction. You will lead and coach the Customer Relations team, monitor workflows, and collaborate with other departments to ensure an outstanding guest experience.

Qualified candidates will have strong interpersonal skills, the ability to manage under pressure, and a proven track record of driving process improvements.

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.
• 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.
• Demonstrated ability to plan and implement change.
• Demonstrated ability to prioritize tasks.
• Ability to work a flexible schedule.

Responsibilities

• Lead Customer Service Representatives in daily tasks and address difficult customer situations.
• Oversee day-to-day operations of the Contact Center/Box Office, including queue levels and scheduling.
• Create a positive, encouraging, and collaborative culture within the Customer Relations Team and across departments.
• Provide leadership and coaching to current and future employees.
• 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.

Skills

Interpersonal skills

Calm under pressure

Willingness to learn/lead

Relationship building

Change management

Task prioritization

Flexible schedule

Education

High School or better

Job description

Sight & Sound is seeking a Customer Relations Lead to manage the day-to-day Contact Center/Box Office operations and drive top-tier guest satisfaction. You will lead and coach the Customer Relations team, monitor workflows, and collaborate with other departments to ensure an outstanding guest experience.

Qualified candidates will have strong interpersonal skills, the ability to manage under pressure, and a proven track record of driving process improvements.