Guest Experience Leader

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 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.