Team Lead, Guest Services

Spencer's; Egg Harbor Township (NJ); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Flexible work environment

Career advancement

Bonus opportunity

Vacation and paid time off

Medical, dental, vision, disability, {

Life and AD&D insurance

401k with company match

Merchandise discount

Job summary

Spencer's in Egg Harbor Township, NJ, is seeking a Guest Services Team Lead to supervise call center associates delivering verbal and written guest support. You’ll assess team performance and provide feedback to employees, while ensuring efficient daily operations and quality service.

This role requires strong communication, people skills, and the ability to mentor others. We offer a comprehensive benefits package and competitive base salary with bonus potential.

Qualifications

• High school diploma or GED or equivalent experience.
• Working knowledge of Microsoft Office (Word and Excel).
• Strong communication and people skills.
• Positive attitude towards customers and business.
• Ability to mentor and support other associates.

Responsibilities

• Supervise and coordinate call center activities for guest support.
• Assess team performance and provide feedback to employees.
• Answer customer calls and resolve issues within parameters.
• Coordinate field input to resolve customer complaints timely.
• Monitor productivity and generate performance reports.
• Ensure associates are informed of product and policy updates.

Skills

Strong communication

People skills

Organizational skills

Positive attitude towards customers

Education

High school diploma or GED

Tools

Microsoft Office (Word, Excel)

Job description

We are authentic, professional providers of fun, building a Great Place To Work For All by staying true to our mission: “Life’s a Party, We’re Makin’ It Fun!” and “So Much Fun It’s Scary!”

At Spencer’s and Spirit Halloween, we do the right thing always-integrity, fairness, respect, and transparency are our foundation. You will find our culture to be inclusive, passionate, resilient, and one that values differences and embraces all.

One Team / One Goal

We are leaders and owners of our business success. Whether it’s developing new and exclusive costumes, quality testing products, or implementing technology solutions, our teams understand the value of working collaboratively to embrace change through innovation, curiosity, and thoughtfulness.

We Offer a Comprehensive Benefits Package That Includes

• Flexible work environment
• Career advancement
• Competitive base salary
• Bonus opportunity
• Vacation, Personal, Sick and Holiday pay
• Medical, Dental, Vision, Disability, Life and AD&D insurance
• 401k with a company match
• 30% merchandise discount

Responsibilities

The Guest Services Team Lead is responsible for supervising and coordinating all activities of our call center associates who provide verbal and written guest support services. Will also assess team performance and providing feedback to employees.

• Assisting with daily operations of the call center by answering customer calls and resolving issues or concerns within predefined parameters
• Respond to customer complaints by the timely coordination of field input where required
• Monitors productivity of guest service associates, create and generate reports
• Tracks individual, team and call center results to identify and act on both positive and negative performance
• Monitors contacts to observe employee tone, technical accuracy, and following correct procedures
• Provides written / verbal communication and follow up to ensure associates are fully informed of all new information related to products, procedures, guest's needs and company related issues, changes or actions
• Responsible for growth and development of direct reports
• Maintains a productive, fun and respectful work environment; among associates and resolves

Qualifications

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience
• Working knowledge of Microsoft Office to include Word and Excel
• Strong communication skills
• Strong people and organizational skills
• Strong positive attitude towards customers and business
• Ability to mentor and provide support to other associates

Pay Range

$22.00 per hour