Senior Customer Service Representative

Sight & Sound; Branson (MO); On-site; USD 20,664,000 - 30,307,000; Full time

Job summary

Sight & Sound, located in Branson, MO, seeks a Senior Customer Service Representative to lead guest care in our Contact Center and Box Office. You’ll support Customer Relations Leadership and help maintain service standards across six days of operation.

The role involves day and late shifts, weekend coverage, and a 40-hour workweek. Strong communication, problem-solving, and teamwork are essential for success in this environment.

Qualifications

• Minimum High School diploma and 1-2 years of customer service experience preferred.
• Ability to work 40 hours across 5 days with some Saturdays.

Responsibilities

• Provide excellent guest care and resolve guest concerns with creative solutions.
• Understand internal systems and policies to assist employees and handle difficult situations.
• Manage customer service email, merchandise requests, and related reporting.
• Foster a positive environment through encouragement, coaching and training.
• Cover Customer Relations Lead when absent and know all areas of Customer Relations and Guest Services.

Skills

Customer service

Multi-tasking

Decision making

Interpersonal skills

Education

High school diploma

Tools

Reservation system

Job description

Sight & Sound is an organization comprised of people with diverse talents coming together as one in Christ to tell His story through who we are and what we do. We foster a culture of love for God and love for others, trust and teamwork, and a collaborative environment in which we get to do our best work every day.

The Senior Customer Service Representative leads exceptional customer service with our guests and team in the Contact Center and Box Office. They also lead a culture of trust and provide support to Customer Relations Leadership. The Customer Relations team is operational six days a week.

Senior Customer Service Representatives will work five out of the six days. The majority of the shifts will be day shifts – 8:00am-5:00pm, however, there will also be some later shifts each week (10:45am-7:45pm and/or 12:30pm-9:30pm) throughout the week. Some Saturdays will be required, and some Saturday shifts could be longer than 8 hours. Each week would have a total of 40 scheduled hours.

Essential Duties And Responsibilities

• Provide excellent guest care and instill a passion for customer service. Confidently problem-solve guest concerns and provide creative solutions.
• Have a strong understanding of our internal systems as well as our reservation policies and procedures, to assist employees as needed. When necessary, professionally address difficult customer situations.
• Manage the Customer Service email, merchandise requests, and reservation-related reporting.
• Foster a positive work environment among team members through encouragement, coaching, and training.
• Ability to take over in Customer Relations Lead’s absence and have a working knowledge of all areas of Customer Relations and Guest Services.

Prerequisites

• Quick decision making/Strong multi-tasking ability.
• Excellent customer service skills.
• Outgoing, approachable, personable, flexible, adaptable, and even-tempered.

Education and / or Experience:

Minimum High School diploma and / or 1-2 years of customer service experience preferred.

"In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire."