Senior Customer Service Representative

Sight & Sound Brand; Branson (MO); On-site; USD 32,000 - 42,000; Full time

Job summary

Sight & Sound is seeking a Senior Customer Service Representative to lead exceptional guest service in the Contact Center and Box Office, and to support Customer Relations Leadership.

The role involves guiding the team five of six days, managing email and reservations, addressing difficult situations, and coaching fellow staff; typical shifts are days 8:00am-5:00pm with occasional later shifts, totaling 40 hours weekly.

Qualifications

• Minimum high school diploma.
• 1-2 years of customer service experience preferred.
• Strong problem-solving and guest-relations skills.
• Ability to work in a fast-paced, team-oriented environment.

Responsibilities

• Provide excellent guest care and resolve concerns with creative solutions.
• Understand internal systems and reservation policies to assist staff.
• Manage customer service email, merchandise requests, and reporting.
• Foster a positive work environment through coaching and training.
• Step in for Customer Relations Lead when needed and cover all areas.

Skills

Outgoing

Approachable

Personable

Flexible

Adaptable

Even-tempered

Education

High School diploma

1-2 years customer service experience

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, therewill also be some later shifts each week (10:45am-7:45pmand/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:

• 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."

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.