Temp Guest Services Floor Coach - Real-Time Call Center Support

UNAVAILABLE; Egg Harbor Township (NJ); On-site; USD 21,593 - 30,754; Full time

Job summary

Spirit Halloween is seeking a Contact Center Floor Support role to provide real-time guidance and coverage in the call center, ensuring exceptional guest service and workflow efficiency. You will monitor queues, coach associates on escalated calls, and support breaks to maintain service levels.

Responsibilities include documenting guest interactions, reporting product concerns, and collaborating with internal teams to drive performance and product information accuracy.

Qualifications

• High school diploma or GED required.
• Proficient in Word, Excel, and Outlook (Microsoft Office).
• Excellent written and verbal communication skills.
• Strong organizational and time management skills.
• Ability to manage and support other associates.

Responsibilities

• Monitor the call center queue to ensure timely guest support and balanced call distribution.
• Walk the floor to address guest feedback and provide in-the-moment coaching.
• Cover associate breaks and lunches to maintain consistent service levels.
• Guide associates through complex or escalated calls in real time.
• Troubleshoot and resolve personal care item issues and body chemistry concerns for guest.
• Ensure all guest interactions are properly documented and resolved within service standards.
• Collaborate with internal teams to report product concerns and track resolutions.
• Use dashboards and tools to monitor key metrics across all support channels.
• Share performance trends and insights with leadership.
• Communicate updates, procedural changes, and product information clearly to the team.

Skills

Written and verbal communication

Time management

Organizational skills

Team support

Education

High school diploma or GED

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Spirit Halloween is seeking a Contact Center Floor Support role to provide real-time guidance and coverage in the call center, ensuring exceptional guest service and workflow efficiency. You will monitor queues, coach associates on escalated calls, and support breaks to maintain service levels.

Responsibilities include documenting guest interactions, reporting product concerns, and collaborating with internal teams to drive performance and product information accuracy.